3 months ago
Tokyo, Japan or New York, NY, USAMid Level
H1B sponsor
Responsibilities
- Investigate, reproduce, and diagnose complex customer issues across cloud infrastructure, CI/CD systems, APIs, containers, version control, IDEs, and enterprise deployment environments.
- Perform root-cause analysis by reading logs, tracing code paths, correlating system behavior, forming hypotheses, and isolating failures.
- Resolve a high volume of technical issues while maintaining investigation quality and clear customer communication.
- Escalate product and infrastructure issues to engineering with reproduction steps, logs, environment details, and root-cause hypotheses.
- Educate customers on best practices, workarounds, deployment patterns, and product capabilities.
- Build internal playbooks, tooling, automations, and documentation to improve future investigations.
- Identify recurring failure modes and provide actionable feedback to product, engineering, and deployment teams.
- Support release testing and quality efforts across customers’ environments, languages, IDEs, and workflows.
Requirements
- At least 4 years of experience in software engineering, infrastructure engineering, solutions engineering, technical support engineering, developer tooling, or a related technical role.
- Bachelor’s degree or higher in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
- Working knowledge of Linux, Docker, Git, cloud platforms such as AWS, GCP, and Azure, CI/CD pipelines, and networking fundamentals.
- Ability to reproduce, isolate, and debug technical issues from incomplete or ambiguous reports.
- Experience analyzing logs, traces, errors, and system behavior across distributed or multi-component systems.
- Ability to read and reason about code in multiple languages such as Python, TypeScript, Java, and Go.
- Strong written communication skills for explaining technical findings to customers and engineering teams.
- Ability to manage a steady stream of incoming issues with urgency in a fast-paced environment.
- Passion for AI, developer tools, and the future of software engineering.
- Preferred: experience building internal debugging, support, or QA tools, scripts, or automations.
- Preferred: familiarity with LLMs, AI-assisted development tools, IDEs, or developer productivity platforms.
- Preferred: experience in high-volume technical support or customer engineering environments.
- Preferred: experience debugging across application logic, infrastructure, authentication, third-party APIs, networking, and deployment configuration.
- Preferred: experience working directly with engineering teams to escalate, diagnose, and resolve product issues.
Categories
Solutions Engineering
About Cognition
Cognition is an applied AI company building end-to-end software agents for engineering teams. Its flagship product, Devin, is an AI software engineer that collaborates with developers to plan tasks, write code, run tests, fix bugs, and ship changes across common tools. The company is privately held, founded in 2023, and headquartered in San Francisco.