Cloud Support Engineer – API & Debugging

Evlo AI; Boston (MA); Presencial; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Evlo AI in Boston seeks a customer-focused support engineer to be the technical front line for a cloud-based developer and operations platform. You resolve API, integration, and deployment issues at scale, document bugs, and collaborate with engineering to improve the product.

The role requires 3–5 years in technical support, strong debugging with curl/Postman, and experience with Zendesk and Jira. You will own escalations end-to-end, contribute to runbooks, and help reduce downtime for

Formación

• 3–5 years in technical support, support engineering, or a similar front-line technical role at a SaaS or infrastructure company.
• Working knowledge of REST APIs, JSON, HTTP status codes, and debugging with tools like curl or Postman.
• Clear, empathetic written communication—able to explain technical concepts to both developers and non-technical users.
• Bachelor's degree in a technical field or equivalent practical experience.

Responsabilidades

• Resolve customer-reported issues across email, chat, and escalated phone queues, prioritizing severity and business impact
• Diagnose API errors, webhooks, and integration failures using logs, HTTP tracing tools (curl, Postman), and browser dev tools
• Reproduce bugs, write detailed repro steps, and escalate to engineering with complete diagnostic context in Jira
• Own assigned escalations end-to-end, coordinating across engineering, product, and customer-facing teams until resolution
• Author and maintain internal runbooks and customer-facing help-center articles in Zendesk Guide
• Analyze ticket trends and recurring issues, delivering weekly insights to product and engineering stakeholders
• Meet response-time, resolution-time, and CSAT targets while maintaining high-quality written communication

Conocimientos

REST APIs

JSON

Debugging

Zendesk familiarity

Jira knowledge

Educación

Bachelor's degree in technical field

Herramientas

curl

Postman

Zendesk

Jira

Salesforce Service Cloud

Descripción del empleo

Evlo AI in Boston seeks a customer-focused support engineer to be the technical front line for a cloud-based developer and operations platform. You resolve API, integration, and deployment issues at scale, document bugs, and collaborate with engineering to improve the product.

The role requires 3–5 years in technical support, strong debugging with curl/Postman, and experience with Zendesk and Jira. You will own escalations end-to-end, contribute to runbooks, and help reduce downtime for