Cloud SaaS Escalations Engineer

Evlo AI; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a technically strong Customer Support Engineer to act as the backbone for escalated issues in our cloud-based SaaS platform. You will work closely with engineering to diagnose root causes, unblock enterprise customers, and translate recurring pain points into product improvements.

Responsibilities include handling end-to-end escalated tickets, debugging APIs and authentication flows, and contributing to runbooks and knowledge bases.

Qualifications

• 3–6 years of technical support, solutions engineering, or similar customer-facing technical experience.
• Strong troubleshooting across APIs (REST, Postman, curl), webhooks, DNS/SSL basics, and logs.
• SQL querying to investigate data discrepancies and issues.
• Experience with observability tools (Zendesk, Jira, Datadog, Sentry) and clear written communication.
• Bachelor’s degree in CS/Engineering or equivalent practical experience.

Responsibilities

• Own escalated technical tickets end-to-end across email, Slack, and screen shares.
• Debug REST APIs, webhooks, OAuth/SAML SSO, and data sync jobs using logs and SQL.
• Reproduce and document bugs with steps, logs, and hypotheses; escalate with actionable write-ups.
• Build internal runbooks, debugging guides, and knowledge-base articles.
• Analyze ticket trends and report findings to product and engineering leadership.
• Participate in on-call rotation for severity-1 incidents.
• Provide technical onboarding support during enterprise implementations.

Skills

API troubleshooting

SQL queries

Problem diagnosis

Technical communication

On-call support

Education

Bachelor's degree in CS/Engineering

Tools

Zendesk

Jira

Datadog

Sentry

Job description

Evlo AI is seeking a technically strong Customer Support Engineer to act as the backbone for escalated issues in our cloud-based SaaS platform. You will work closely with engineering to diagnose root causes, unblock enterprise customers, and translate recurring pain points into product improvements.

Responsibilities include handling end-to-end escalated tickets, debugging APIs and authentication flows, and contributing to runbooks and knowledge bases.