Customer Support Specialist

Evlo AI; Boston (MA); Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

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

Qualifications

• 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.

Responsabilités

• 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

Connaissances

REST APIs

JSON

Debugging

Zendesk familiarity

Jira knowledge

Formation

Bachelor's degree in technical field

Outils

curl

Postman

Zendesk

Jira

Salesforce Service Cloud

Description du poste

About The Role

The role is the technical front line for a cloud-based developer and operations platform, resolving customer issues across APIs, integrations, and deployment workflows at scale. Support specialists here do more than close tickets — they debug real systems, reproduce edge cases, and translate customer pain into clear, actionable bug reports for engineering.

About The Role

The role is the technical front line for a cloud-based developer and operations platform, resolving customer issues across APIs, integrations, and deployment workflows at scale. Support specialists here do more than close tickets — they debug real systems, reproduce edge cases, and translate customer pain into clear, actionable bug reports for engineering. The position matters because the product sits in customers' critical paths: downtime and broken integrations are emergencies, not inconveniences. The team values fast, technically credible resolutions, rigorous documentation, and a feedback loop that measurably improves the product.

Key Responsibilities

• 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

What We Are Looking For

• 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
• Comfort with command-line environments and reading application logs; basic SQL is a plus
• Experience with support platforms (Zendesk, Salesforce Service Cloud, or similar) and issue trackers (Jira, Linear)
• 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
• Bonus: scripting skills (Python, Bash) for automating troubleshooting; experience with CI/CD pipelines or cloud platforms (AWS, GCP); familiarity with status-page incident communication