Customer Support Specialist

Evlo AI; Chicago (IL); On-site; USD 55,000 - 85,000; Full time

Job summary

Evlo AI is seeking a customer support engineer to own and resolve technical issues for a cloud software platform. You will diagnose API errors, troubleshoot integrations, and guide customers through configuration challenges across multiple touchpoints.

You will work with engineering to reproduce bugs, maintain the knowledge base, and deliver weekly trend reports while aiming for CSAT above 90% and strict SLA adherence.

Qualifications

• Handle 30-50 daily tickets across email, chat, and phone.
• Read API docs and debug JSON payloads to find root causes.
• Document bugs with steps, screenshots, and environment details.

Responsibilities

• Own escalated tickets end-to-end: set expectations with customers and coordinate with engineering on fixes.
• Maintain and improve the knowledge base with troubleshooting guides and macros.
• Track recurring issue trends and deliver weekly summaries to product and engineering leadership.
• Meet targets for CSAT, first-response time, and resolution SLAs.

Skills

SaaS support

API troubleshooting

SQL basics

Bug reproduction

Customer communication

Cross-team collaboration

Tools

Zendesk

Intercom

Freshdesk

Jira

Confluence

Slack

Job description

About The RoleThe role is the technical front line for a cloud software platform, owning customer issues end-to-end: diagnosing API errors, troubleshooting integrations, and resolving account and configuration problems before they escape.

This position matters because support quality directly drives retention. Every ticket resolved cleanly, every bug documented precisely, and every escalated issue routed with context makes the product better and keeps customers renewing.

Key Responsibilities

• Resolve 30-50 daily customer tickets across email, chat, and phone covering API errors, billing questions, and product configuration issues
• Troubleshoot technical problems using logs, browser dev tools, SQL queries, and REST API testing tools (Postman) to isolate root causes
• Reproduce and document bugs with clear steps, screenshots, and environment details before escalating to engineering via Jira
• Own escalated tickets end-to-end: set expectations with customers, coordinate with engineering on fixes, and communicate resolution timelines
• Maintain and improve the knowledge base, writing troubleshooting guides and macros that deflect repeat tickets
• Track recurring issue trends and deliver weekly summaries to product and engineering leadership
• Meet and maintain targets for CSAT (90%+), first-response time, and resolution SLAs

What We Are Looking For

• 2-4 years of customer support or technical support experience, ideally at a "SaaS" or technology company
• Strong technical aptitude: comfortable reading API documentation, debugging JSON payloads, and writing basic SQL queries
• Hands-on experience with a modern help desk (Zendesk, Intercom, or Freshdesk) and ticket triage workflows
• Excellent written communication — able to explain technical concepts clearly to both engineers and non-technical users
• Experience working with engineering teams on bug reproduction and escalation processes
• Familiarity with Jira, Confluence, and Slack for cross-team collaboration
• Bonus: scripting experience (Python or Bash), prior experience supporting developer-facing products, or familiarity with Salesforce or similar CRM