AI Support Engineer

Are you excited about the limitless possibilities of artificial intelligence and machine learning? Do you want to make these possibilities into realities for real people? If so, we have an extraordinary opportunity to join our startup as an AI Support Engineer.

Cognition and Windsurf give AI-powered tools to development teams at thousands of enterprises, from startups to Fortune 500 companies. Due to the complexity of enterprise tasks and environments, combined with the rapid evolution of the product itself, customer issues may come up that would reduce adoption and value driven if not addressed rapidly. You will be the first line of responding and resolving these customer issues, leveraging your computer science and AI knowledge to help customers effectively. Your role will be instrumental in driving adoption of AI technology.

This is a unique opportunity to work at an AI startup with real users.

Key Responsibilities :

• First line of response to any customer issues : Customer issues could stem from misuse of the software, errors in the deployment, or bugs in the underlying software. Support engineers are required to use their AI and CS knowledge to root cause, reproduce, and respond to any type of issue. Support engineers will help define processes and build automations to streamline our support function.
• Escalation, resolution, and education : If a support engineer is unable to resolve a customer issue, they are responsible for escalating the issue to the appropriate Cognition / Windsurf stakeholders (deployed engineering, field IT, or enterprise engineering), tracking and understanding the resolution of the issue, and educating the customer on the solution.
• Knowledge documentation and distribution : Support engineers are responsible for documenting learnings about failure modalities across use and deployment and distributing that knowledge to end customers and internal engineering teams.
• Product testing and feedback : Cognition and Windsurf's products work across a range of IDEs, programming languages, and modalities. Support engineers will be instrumental in testing each release. Support engineers will also use their CS and AI skills to automate parts of the QA process.

Qualifications :