Customer Support Specialist

Evlo AI; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Evlo AI in Austin, TX is seeking a technically adept Customer Support Engineer to be the first point of contact for our growing B2B SaaS customers. You will resolve API integrations, authentication, billing, and configuration issues before they affect revenue or retention.

You’ll troubleshoot at the command line and API level, translate customer pain into bug reports, and collaborate with engineering to improve product.

Qualifications

• 1–3 years of technical or customer support in a SaaS environment.
• Knowledge of REST APIs, HTTP status codes, JSON, and debugging tools.
• Comfort with SQL basics and reading logs.
• Excellent written communication with engineers and non-technical users.
• Experience with help-desk platforms such as Zendesk or Intercom.

Responsibilities

• Resolve 40–60 daily tickets across email, chat, and phone, including API errors, webhooks, SSO, and account configuration.
• Debug issues using SQL, API tools, and log analysis before escalating to engineering.
• Write clear, reproducible bug reports with environment details and payloads.
• Own escalated tickets end-to-end, coordinating with customers and engineering until resolution.
• Maintain knowledge base and runbooks to reduce handle time.
• Track ticket trends and deliver weekly CSAT reports.
• Meet or exceed targets for first-response time and resolution time.

Skills

REST APIs

HTTP status codes

JSON

SQL basics

Postman

Browser dev tools

Written communication

Zendesk

Intercom

Tools

Postman

cURL

Job description

About The Role

The role is the first point of contact for customers of a fast-growing B2B SaaS platform, resolving technical issues across API integrations, authentication, billing, and product configuration before they impact revenue or retention.

About The Role

The role is the first point of contact for customers of a fast-growing B2B SaaS platform, resolving technical issues across API integrations, authentication, billing, and product configuration before they impact revenue or retention.

The position sits at the intersection of support and engineering: troubleshooting at the command line and API level, translating customer pain into clear bug reports, and pushing product improvements upstream. The work directly shapes how customers experience the platform.

Key Responsibilities

• Resolve 40-60 daily tickets across email, chat, and phone, covering API errors, webhooks, SSO, and account configuration
• Debug issues using SQL queries, API tools (Postman, cURL), and log analysis before escalating to engineering
• Write clear, reproducible bug reports with environment details, request/response payloads, and severity assessments
• Own escalated tickets end-to-end, coordinating between customers and engineering until resolution and verified follow-up
• Maintain and expand the knowledge base and internal runbooks to drive deflection and reduce handle time
• Track ticket trends and deliver weekly reports on volume drivers, product gaps, and CSAT
• Meet or exceed targets for first-response time, resolution time, and customer satisfaction

What We Are Looking For

• 1-3 years of technical support, customer support, or help desk experience, ideally at a SaaS or software company
• Working knowledge of REST APIs, HTTP status codes, JSON, and debugging tools like Postman or browser dev tools
• Comfortable with SQL basics and reading logs to isolate issues
• Excellent written communication - able to explain technical concepts clear to both engineers and non-technical users
• Experience with help-desk platforms (Zendesk or Intercom or sl