Vulnerability response at the speed of AI. Cogent. Backed by Greylock.
About the role
We'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. Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UI Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally selling to enterprises
- Experience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metrics
- Hands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-serve deflection
- Strong troubleshooting skills: comfortable reading logs, working with REST APIs and webhooks, and tracing a problem across systems
- Scripting ability in Python and working knowledge of SQL
- Fluency with support metrics (first response time, resolution time, CSAT) and experience improving them
More about this role
Cogent 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.
To 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.
We partner with Fortune 500 companies to secure some of the most complex production environments in the world.
We'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:
Top universities like Stanford, Berkeley, Penn, Duke, Carnegie Mellon, Waterloo
Unicorn, high-growth companies like Scale AI, Databricks, Stripe, Tesla, Coinbase
World class cybersecurity experts from Wiz, Abnormal AI, Zscaler
Preeminent research labs like Deepmind and SAIL
We're hiring our first Technical Support Engineer to own customer issues end to end...
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