Customer Support Specialist

Evlo AI; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Evlo AI is seeking a technical support engineer to handle escalated issues for a B2B SaaS platform used by thousands of business customers in Atlanta. You will work across API integrations, SSO/SAML, data syncs, and billing, debugging live problems rather than scripts.

You will reproduce bugs with logs, write Jira reports, and communicate clearly with customers while collaborating with engineering to verify fixes and improve runbooks and documentation.

Qualifications

• 3-5 years in technical support or support engineering at a SaaS company
• Experience with REST APIs, HTTP status codes, JSON, and debugging tools
• Strong written communication explaining root causes to engineers and non-technical stakeholders
• Bonus: identity providers (Okta, Azure AD) or escalation-management background

Responsibilities

• Resolve escalated tickets across API usage, authentication, webhooks, and data integrations
• Reproduce bugs, capture logs and HAR files, file reports in Jira with impact and severity
• Own customer communication end-to-end on complex cases, provide status updates and workarounds
• Collaborate with engineering to verify fixes in staging and close the loop with customers
• Maintain internal runbooks, escalation guides, and public-facing documentation
• Analyze ticket trends and present weekly insights to product and engineering leads
• Meet targets for first-response time, resolution time, and CSAT on escalations

Skills

REST APIs

Troubleshooting

Customer communication

Documentation

SAML/SSO

Education

Bachelor's degree in technical field

Tools

Postman

curl

SQL

Zendesk

Intercom

Job description

About The Role

The role handles complex, escalated technical issues for a B2B SaaS platform serving thousands of business customers daily. Work spans API integrations, SSO/SAML configurations, data syncs, and billing systems — issues that require real debugging, not script-reading.

This is a high-impact role: the team owns resolution quality for the tickets that matter most, and every escalated case shapes product fixes and documentation. Specialists work directly with engineering to reproduce bugs, advocate for customers, and close the loop on root cause.

Key Responsibilities

• Resolve escalated technical tickets across API usage, authentication (SAML/SSO, OAuth), webhooks, and data integrations
• Reproduce bugs, capture logs and HAR files, and file well-structured reports in Jira with clear impact and severity
• Own customer communication end-to-end on complex cases, including status updates, workaround guidance, and root-cause summaries
• Partner with engineering through resolution and verify fixes in staging before closing the loop with customers
• Maintain and author internal runbooks, escalation guides, and public-facing help-center documentation
• Analyze ticket trends and recurring issues; present weekly insights to product and engineering leads
• Meet targets for first-response time, resolution time, and CSAT on escalated volume

What We Are Looking For

• 3-5 years in technical support, support engineering, or customer-facing technical roles at a SaaS or software company
• Working knowledge of REST APIs, HTTP status codes, JSON, and tools like Postman or curl for reproducing issues
• Comfortable reading logs, browser dev tools, and basic SQL to investigate customer-reported problems
• Hands-on experience with help-desk tooling (Zendesk, Intercom, or similar) and ticket triage workflows
• Excellent written communication — able to explain technical root causes clearly to both engineers and non-technical stakeholders
• Bachelor's degree in a technical field, or equivalent practical experience
• Bonus: experience with identity providers (Okta, Azure AD), scripting (Python or Bash), or a customer success/escalation management background