Customer Support Specialist

Evlo AI; Dallas (TX); Remote; USD 52,000 - 76,000; Full time

Job summary

Evlo AI is hiring a technical customer support specialist to be the first point of contact for users of our cloud-based SaaS platform. You will diagnose and resolve issues spanning APIs, integrations, and account configurations, helping reduce churn and improve product quality.

Ideal candidates have 1–3 years in software support, strong written communication, and familiarity with REST APIs and ticketing tools. This is a remote-first role with collaboration across product and engineering teams.

Qualifications

• 1-3 years of customer support experience, ideally technical support for SaaS or software
• Strong written communication—explain technical concepts clearly to engineers and non-technical users
• Working knowledge of REST APIs, HTTP status codes, browser dev tools, and JSON payloads
• Hands-on experience with a ticketing system (Zendesk, Intercom, Freshdesk, or similar)
• Bachelor's degree or equivalent practical experience
• Bonus: SQL basics or on-call escalation experience

Responsibilities

• Resolve inbound technical inquiries across Zendesk, Intercom, and phone, owning cases from first response to resolution
• Troubleshoot issues spanning API errors, SSO/SAML configurations, webhooks, and billing
• Reproduce bugs, write clear repro steps, and escalate to engineering with full context via Jira
• Draft and maintain knowledge-base articles, macros, and troubleshooting guides to drive ticket deflection
• Track ticket trends and recurring themes; present weekly summaries to product and engineering stakeholders
• Meet or exceed SLA targets for first-response time, resolution time, and CSAT
• Participate in a rotating on-call schedule for high-severity customer escalations

Skills

Customer support

Technical communication

REST APIs

Ticketing systems

Education

Bachelor's degree

Tools

Zendesk

Intercom

Freshdesk

Job description

About The Role

The role is the first point of contact for customers using a cloud-based SaaS platform, diagnosing and resolving technical issues across APIs, integrations, and account configurations before they escape.

About The Role

The role is the first point of contact for customers using a cloud-based SaaS platform, diagnosing and resolving technical issues across APIs, integrations, and account configurations before they escape. This work directly shapes retention: every ticket resolved well reduces churn, and every pattern surfaced helps engineering ship fixes faster. The team is remote‑first, metric‑driven, and closely partnered with product and engineering.

Key Responsibilities

• Resolve inbound technical inquiries across Zendesk, Intercom, and phone, owning cases from first response to confirmed resolution
• Troubleshoot issues spanning API errors, SSO/SAML configurations, webhooks, and billing — using logs, Postman, and internal admin tooling
• Reproduce bugs, write clear repro steps, and escalate to engineering with full context via Jira
• Draft and maintain knowledge‑base articles, macros, and troubleshooting guides to drive ticket deflection
• Track ticket trends and recurring themes; present weekly summaries to product and engineering stakeholders
• Meet or exceed SLA targets for first‑response time, resolution time, and CSAT
• Participate in a rotating on‑call schedule for high‑severity customer escalations

What We Are Looking For

• 1-3 years of customer support experience, ideally technical support for a SaaS or software product
• Strong written communication — able to explain technical concepts clearly to both engineers and non‑technical users
• Working knowledge of REST APIs, HTTP status codes, browser dev tools, and reading JSON payloads
• Hands‑on experience with a ticketing system (Zendesk, Intercom, Freshdesk, or similar)
• Comfortable toggling between multiple tickets and priorities without losing accuracy
• Bachelor's degree or equivalent practical experience
• Bonus: SQL basics, experience with SSO/identity products (Okta, Azure AD), or prior on‑call escalation experience