Technical Support Engineer

Cogent Security

. Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and platform UI .

Posted 10/22/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support processes, including triage, resolution, and customer advocacy, while leveraging AI for automation and efficiency. Proven ability to communicate effectively with technical and executive stakeholders and build support frameworks from the ground up.

Highest-signal resume keywords

Technical Support ExperienceAI-Assisted TriageScripting in PythonREST API ProficiencyCustomer-Facing Communication

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportAI Application in SupportScripting in PythonSQL KnowledgeREST APILog AnalysisMetrics ImprovementIncident CommunicationSupport Process DevelopmentTroubleshooting Runbooks

Soft Skills

Clear CommunicationCalm Under PressureCustomer AdvocacyMentoring AbilityProcess Building

Tools & Technologies

JiraServiceNowAWSGCPAzureSSO/SAMLOAuthTenableQualysRapid7

Industry Keywords

B2B SaaSCybersecurityEnterprise SupportCustomer SuccessSupport Metrics

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityGoogle Cloud PlatformPythonServiceNowSQL

About the role

Key responsibilities & impact

Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and platform UI
Debug Fortune 500 production environments using logs, APIs, and agent traces across scanners, cloud providers, ticketing systems, and identity tools
Advocate for customers within engineering by writing reproducible bug reports, driving fixes to resolution, and shipping small fixes, scripts, and internal tooling
Partner with Customer Success and Solutions Engineering to integrate and launch new customers
Lead communication with CISOs, security engineers, and IT leaders during high-stakes incidents
Use AI to automate triage, draft responses, and build self-service answers
Feed recurring ticket patterns back to product and engineering
Build enterprise support processes, tiers, SLAs, escalation paths, ticketing, on-call and incident communication systems
Create knowledge bases, troubleshooting runbooks, and support reporting
Develop the hiring plan and onboarding for future support engineers

Requirements

What you’ll need

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
Comfortable reading logs, working with REST APIs and webhooks, and tracing problems across systems
Scripting ability in Python and working knowledge of SQL
Fluency with first response time, resolution time, and CSAT metrics, with experience improving them
Clear, calm written and verbal communication with technical and executive audiences
Comfort building processes where none exist yet
Cybersecurity experience is a bonus, especially with Tenable, Qualys, Rapid7, Wiz, or CrowdStrike
Experience managing or mentoring a support team is a bonus
Working knowledge of AWS, GCP, or Azure and SSO/SAML and OAuth is a bonus
Familiarity with Jira and ServiceNow is a bonus
Experience supporting AI, machine learning, or agent-based products is a bonus
Experience as the first support hire at an early-stage startup is a bonus
Ability to work in person from San Francisco or New York, or willingness to relocate
Must address U.S. work authorization/visa sponsorship requirements

Benefits

Comp & perks

Equal opportunity employer
No set working hours; nights and weekend hours are not uncommon