Customer Support Specialist

Evlo AI; Atlanta (GA); Remote; USD 55,000 - 85,000; Full time

Job summary

Evlo AI is seeking a customer support specialist to blend empathy with technical depth on our B2B SaaS platform used by thousands of teams. You will own the first line of defense, diagnose API errors, troubleshoot integrations, and guide customers through product workflows.

This role directly impacts retention and expansion; you will feed insights back to product and engineering, and help flag systemic issues before they churn.

Qualifications

• 1–3 years of customer or technical support experience.
• Clear written communication—able to explain technical concepts to engineers and non-technical users.
• Working knowledge of APIs, HTTP status codes, browser dev tools, and reading request/response payloads.
• Hands-on experience with a help desk platform (Zendesk, Intercom, or similar) and comfort with ticket triage and SLAs.
• Ability to work independently in a remote environment and stay organized under high volume.
• Bachelor's degree or equivalent practical experience.
• Bonus: SQL or scripting experience, familiarity with Salesforce or postmortem writing, experience supporting developer-facing products.

Responsibilities

• Resolve inbound tickets across Zendesk, Slack Connect, and email, owning issues from first response to confirmed resolution
• Troubleshoot technical issues including API errors, webhook failures, authentication problems (OAuth, SSO/SAML), and third-party integration bugs
• Reproduce and document bugs with logs, HAR files, and clear repro steps, then file well-structured reports to engineering via Jira
• Guide customers through product configuration, data migrations, and billing questions with clear, jargon-free documentation
• Maintain and improve help-center articles and internal macros to deflect repeat tickets
• Track ticket trends and escalation patterns, presenting recurring themes to product and engineering in weekly syncs
• Meet and sustain targets for first-response time, resolution time, and CSAT (90%+)

Skills

Written communication

APIs knowledge

Help desk platforms

Independent work

Remote collaboration

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk

Intercom

Salesforce

Job description

About The Role

The role sits at the intersection of customer empathy and technical depth, resolving issues across a B2B SaaS platform used daily by thousands of teams. Support specialists own the first line of defense: diagnosing API errors, troubleshooting integrations, and guiding customers through product workflows.

About The Role

The role sits at the intersection of customer empathy and technical depth, resolving issues across a B2B SaaS platform used daily by thousands of teams. Support specialists own the first line of defense: diagnosing API errors, troubleshooting integrations, and guiding customers through product workflows. This matters because support quality directly drives retention and expansion. Every resolved ticket feeds insight back to product and engineering, and specialists are trusted to flag systemic issues before they become churn.

Key Responsibilities

• Resolve inbound tickets across Zendesk, Slack Connect, and email, owning issues from first response to confirmed resolution
• Troubleshoot technical issues including API errors, webhook failures, authentication problems (OAuth, SSO/SAML), and third-party integration bugs
• Reproduce and document bugs with logs, HAR files, and clear repro steps, then file well-structured reports to engineering via Jira
• Guide customers through product configuration, data migrations, and billing questions with clear, jargon-free documentation
• Maintain and improve help-center articles and internal macros to deflect repeat tickets
• Track ticket trends and escalation patterns, presenting recurring themes to product and engineering in weekly syncs
• Meet and sustain targets for first-response time, resolution time, and CSAT (90%+)

What We Are Looking For

• 1-3 years of customer support or technical support experience, ideally at a SaaS or technology company
• Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
• Working knowledge of APIs, HTTP status codes, browser dev tools, and reading request/response payloads
• Hands-on experience with a help desk platform (Zendesk, Intercom, or similar) and comfort with ticket triage and SLAs
• Ability to work independently in a remote environment and stay organized under high volume
• Bachelor's degree or equivalent practical experience
• Bonus: SQL or scripting experience, familiarity with Salesforce or postmortem writing, experience supporting developer-facing products