Customer Support Specialist

Evlo AI; Boston (MA); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

REST APIs

HTTP status codes

JSON payloads

SQL queries

Strong written communication

Formation

Bachelor's degree in a technical field

Outils

Postman

Zendesk

Intercom

Salesforce Service Cloud

Description du poste

About The Role

The role is the front line of technical support for a cloud-based SaaS platform, diagnosing and resolving customer issues across APIs, integrations, and web applications in a high-volume environment.

About The Role

The role is the front line of technical support for a cloud-based SaaS platform, diagnosing and resolving customer issues across APIs, integrations, and web applications in a high-volume environment.

This work directly shapes retention and product quality: every resolved ticket and escalated bug report feeds back to engineering and product, making the role a critical bridge between customers and the teams building the platform.

Key Responsibilities

• Resolve technical inquiries across email, chat, and phone, covering account configuration, API errors, data sync failures, and billing questions
• Troubleshoot issues using logs, API debuggers, and browser dev tools; document reproduction steps before escalating to engineering
• Own tickets end-to-end in Zendesk, meeting response-time, first-contact resolution, and CSAT targets
• Write and maintain help-center articles, internal runbooks, and macros to reduce ticket volume and improve deflection
• Identify recurring issues and deliver weekly trend reports to product and engineering with prioritized customer impact data
• Participate in a rotating on-call schedule for elevated support during product launches and incidents
• Onboard enterprise accounts during migration and rollout windows alongside the customer success team

What We Are Looking For

• 2+ years in technical support, customer support, or help-desk roles, ideally supporting SaaS or developer-facing products
• Working knowledge of REST APIs, HTTP status codes, and tools like Postman for debugging integration issues
• Hands-on experience with ticketing systems (Zendesk, Intercom, or Salesforce Service Cloud)
• Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
• Comfortable reading logs, JSON payloads, and basic SQL queries to isolate root causes
• Bachelor's degree in a technical field or equivalent practical experience
• Bonus: experience with SQL, Python scripting for ticket automation, or familiarity with SSO, webhooks, and OAuth flows