Customer Support Specialist

Evlo AI; Dallas (TX); On-site; USD 45,000 - 70,000; Full time

Job summary

Evlo AI is seeking an experienced Customer Support professional to be the first point of contact for customers using a cloud-based SaaS platform. You will resolve technical issues across APIs, integrations, and account configurations, ensuring fast, accurate, and well-documented resolutions.

In this role you will handle high-volume tickets, work with engineering on root causes, write knowledge-base content, and participate in on-call rotations.

Qualifications

• 1–3 years of customer support, technical support, or help desk experience.
• Strong troubleshooting instincts; comfortable reading API responses, HTTP status codes, and logs.
• Excellent written communication; can explain technical concepts clearly to non-technical customers.
• Hands-on experience with a help desk platform (Zendesk, Intercom, Freshdesk, or similar) and CRM tools like Salesforce.
• Familiarity with REST APIs, Postman, and JSON.
• Bachelor's degree in a technical field or equivalent practical experience.
• Bonus: SQL basics, scripting (Python or Bash), prior experience supporting developer-facing products, or bilingual proficiency.

Responsibilities

• Resolve 30-50 daily customer tickets across email, chat, and phone, covering API errors, integration failures, billing questions, and account setup.
• Diagnose technical issues using logs, browser dev tools, and internal admin tooling; reproduce bugs and file detailed reports in Jira for engineering.
• Own escalations end-to-end, coordinating with engineering and product until root cause is identified and the customer is updated.
• Write and maintain knowledge-base articles, runbooks, and macros to deflect repeat tickets.
• Track ticket metrics (CSAT, first-response time, resolution time) and hit weekly team targets.
• Contribute to onboarding documentation and shadowing programs for new support hires.
• Participate in a rotating on-call schedule for after-hours critical issues.

Skills

Troubleshooting instincts

Written communication

Customer support

REST APIs

JSON

Education

Bachelor's degree in a technical field

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, resolving technical issues across APIs, integrations, and account configurations before they escape.

Support sits at the intersection of customer trust and product quality - every ticket resolved cleanly feeds signal back to engineering and keeps churn down. The team handles high volume with a strong bias toward fast, accurate, documented resolutions.

Key Responsibilities

• Resolve 30-50 daily customer tickets across email, chat, and phone, covering API errors, integration failures, billing questions, and account setup
• Diagnose technical issues using logs, browser dev tools, and internal admin tooling; reproduce bugs and file detailed reports in Jira for engineering
• Own escalations end-to-end, coordinating with engineering and product until root cause is identified and the customer is updated
• Write and maintain knowledge-base articles, runbooks, and macros to deflect repeat tickets
• Track ticket metrics (CSAT, first-response time, resolution time) and hit weekly team targets
• Contribute to onboarding documentation and shadowing programs for new support hires
• Participate in a rotating on-call schedule for after-hours critical issues

What We Are Looking For

• 1-3 years of customer support, technical support, or help desk experience, ideally at a SaaS or technology company
• Strong troubleshooting instincts - comfortable reading API responses, HTTP status codes, and basic logs
• Excellent written communication; can explain technical concepts clearly to non-technical customers
• Hands-on experience with a help desk platform (Zendesk, Intercom, Freshdesk, or similar) and CRM tools like Salesforce
• Familiarity with REST APIs, Postman, and JSON is strongly preferred
• Bachelor's degree in a technical field or equivalent practical experience
• Bonus: SQL basics, scripting (Python or Bash), prior experience supporting developer-facing products, or bilingual proficiency