{"id":3112371,"url":"https://alion.io/job/cogent-security-technical-support-engineer","title":"Technical Support Engineer","company":{"id":1921973,"name":"Cogent Security","domain":"cogent.com","url":"https://alion.io/company/cogent-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":186000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Databricks","optional":false},{"name":"Linear","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Scale AI","optional":false},{"name":"SQL","optional":false},{"name":"Wiz","optional":false},{"name":"Zscaler","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Crowdstrike","optional":true},{"name":"GCP","optional":true},{"name":"Jira","optional":true},{"name":"Machine Learning","optional":true},{"name":"Qualys Cloud Platform","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-22T19:25:51Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T14:10:51Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Cogent\nCogent is an Applied AI Lab building the next generation of AI agents for cybersecurity. AI has fundamentally changed how attacks happen, allowing malicious actors to operate at unprecedented speed and scale. Cogent's \"AI Taskforce\" assesses petabytes of enterprise data to remediate these issues before critical breaches occur.\nTo stay at the cutting edge, we blend frontier research with real-world execution. Alongside our core product work, Cogent Research serves as our applied AI lab, providing the research horsepower needed to make truly agentic security workflows a reality.\nWe partner with Fortune 500 companies to secure some of the most complex production environments in the world.\nWe're backed by Greylock & Bain Capital Ventures, and we've built a team with the best minds in applied AI. Our team is comprised of people from:\nTop universities like Stanford, Berkeley, Penn, Duke, Carnegie Mellon, Waterloo\n\nUnicorn, high-growth companies like Scale AI, Databricks, Stripe, Tesla, Coinbase\n\nWorld class cybersecurity experts from Wiz, Abnormal AI, Zscaler\n\nPreeminent research labs like Deepmind and SAIL\n\nAbout the Role\nWe're hiring our first Technical Support Engineer to own customer issues end to end and build Cogent's support function as our enterprise customer base scales. When an integration breaks or an agent behaves unexpectedly in a customer's production environment, you'll diagnose it, drive the fix with engineering, and close the loop with the customer.\nWhat You'll Do\nOwn technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UI\n\nDebug inside Fortune 500 production environments using logs, APIs, and agent traces across the scanners, cloud providers, ticketing systems, and identity tools our agents connect to\n\nAct as the customer's advocate inside engineering: write clear, reproducible bug reports, drive fixes to resolution, and ship small fixes, scripts, and internal tooling yourself\n\nPartner with our Head of Customer Success and the Solutions Engineering team to get new customers integrated and live\n\nLead communication with CISOs, security engineers, and IT leaders during high-stakes incidents\n\nUse AI to scale support: automate triage, draft responses, and build self-serve answers so each person on the team can handle more volume\n\nTurn ticket patterns into product direction by feeding recurring issues back to product and engineering\n\nWhat You'll Build in Your First Year\nSupport processes, tiers, service level agreements (SLAs), and escalation paths designed for enterprise security customers\n\nOur ticketing, on-call, and incident communication setup, on tools like Pylon or Zendesk connected to Linear for engineering handoffs\n\nA knowledge base and troubleshooting runbooks for customers and internal teams\n\nSupport reporting on first response time, resolution time, customer satisfaction (CSAT), and top ticket drivers\n\nThe hiring plan and onboarding for the next support engineers, with a path to leading the team\n\nWhat We're Looking For\n5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally selling to enterprises\n\nExperience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metrics\n\nHands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-serve deflection\n\nStrong troubleshooting skills: comfortable reading logs, working with REST APIs and webhooks, and tracing a problem across systems\n\nScripting ability in Python and working knowledge of SQL\n\nFluency with support metrics (first response time, resolution time, CSAT) and experience improving them\n\nClear, calm written and verbal communication with both technical and executive audiences\n\nComfort building process where none exists yet\n\nBonus Points\nCybersecurity experience, especially with vulnerability management tools like Tenable, Qualys, Rapid7, Wiz, or CrowdStrike\n\nExperience managing or mentoring a support team\n\nWorking knowledge of a major cloud platform (AWS, GCP, or Azure) and identity concepts like SSO/SAML and OAuth\n\nFamiliarity with IT service management tools like Jira and ServiceNow\n\nExperience supporting AI, machine learning, or agent-based products\n\nExperience as the first support hire at an early-stage startup\n\nCogent is an equal opportunity employer. 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