Cloud SaaS Support Engineer – APIs & Integrations

Evlo AI; Boston (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Evlo AI is seeking a front-line technical support specialist for its cloud-based SaaS platform. You will diagnose and resolve customer issues across APIs, integrations, and web apps in a high-volume environment.

This role shapes retention and product quality as feedback flows to engineering and product teams. You will own tickets end-to-end, write help-center content, and collaborate with the customer success team during migrations.

Qualifications

• 2+ years in technical support or related roles for SaaS products.
• Experience with REST APIs and debugging using Postman.
• Experience with ticketing systems (Zendesk, Intercom, or Salesforce Service Cloud).
• Strong written communication to explain technical concepts clearly.
• Able to read logs, JSON payloads, and basic SQL queries to isolate root causes.
• Bachelor's degree in a technical field or equivalent experience.

Responsibilities

• Resolve inquiries via email, chat, and phone on configs, API errors, data syncs, and billing.
• Troubleshoot with logs, API debuggers, and browser tools; document steps before escalation.
• Own tickets end-to-end in Zendesk; meet response-time, first-contact resolution, and CSAT targets.
• Create and update help-center articles, runbooks, and macros to reduce ticket volume.
• Identify recurring issues and deliver weekly trend reports with impact data.
• Participate in rotating on-call during launches and incidents.
• Onboard enterprise accounts during migrations with the customer success team.

Skills

REST APIs

HTTP status codes

JSON payloads

SQL queries

Strong written communication

Education

Bachelor's degree in a technical field

Tools

Postman

Zendesk

Intercom

Salesforce Service Cloud

Job description

Evlo AI is seeking a front-line technical support specialist for its cloud-based SaaS platform. You will diagnose and resolve customer issues across APIs, integrations, and web apps in a high-volume environment.

This role shapes retention and product quality as feedback flows to engineering and product teams. You will own tickets end-to-end, write help-center content, and collaborate with the customer success team during migrations.