Customer Support Specialist

Evlo AI; Denver (CO); On-site; USD 60,000 - 90,000; Full time

Job summary

Evlo AI is seeking a Customer Support Specialist to act as the frontline for customers using a cloud-based platform. You will resolve product, account, and integration issues via email, chat, and phone, while troubleshooting web apps, APIs, and permissions.

The role requires managing a high-volume queue and providing clear, actionable guidance. You will document issues with logs and steps, escalate when needed, and collaborate with engineering and product teams to improve the knowledge base and

Qualifications

• 1-3 years of experience in SaaS customer support or related role
• Ability to explain technical concepts to non-technical customers
• Experience with support platforms (Zendesk, Intercom, Salesforce)
• Working knowledge of web technologies, APIs, JSON, HTTP status codes, browser dev tools, and basic SQL or log review
• Ability to prioritize a high-volume queue and stay organized under time pressure
• Associate or bachelor’s degree in IT/CS/Communications or related field, or equivalent practical experience

Responsibilities

• Resolve customer inquiries across email, chat, and phone while meeting response-time and resolution targets
• Troubleshoot issues involving web applications, REST APIs, authentication, user permissions, browser behavior, and basic network connectivity
• Reproduce reported defects, capture logs and relevant account details, and upscale actionable bug reports through Jira or a similar tracking system
• Guide customers through configuration, onboarding, integrations, and product workflows using clear step-by-step instructions
• Maintain accurate case notes, tags, macros, and customer records in Zendesk, Intercom, Salesforce, or comparable support tools
• Identify recurring issues and share trends, product gaps, and documentation needs with product, engineering, and customer success
• Create and improve help-center articles, troubleshooting guides, and internal runbooks based on resolved cases

Skills

Strong communication

Prioritization & time management

Problem solving

Education

Associate or bachelor’s degree in IT/CS/Communications or related field

Tools

Zendesk

Intercom

Salesforce Service Cloud

Job description

About The Role

The Customer Support Specialist is the front line for customers using a cloud-based technology platform, resolving product, account, and integration issues across email, chat, and phone. The role combines clear communication with practical troubleshooting across web applications, APIs, user permissions, billing workflows, and common browser or network configurations.
You will manage a high-volume support queue, identify patterns in customer issues, and provide engineering-ready details when escalation is required. The role matters because fast, accurate support protects customer trust and gives product and engineering teams a direct view into where the platform can improve.

Key Responsibilities

• Resolve customer inquiries across email, chat, and phone while meeting response-time and resolution targets


• Troubleshoot issues involving web applications, REST APIs, authentication, user permissions, browser behavior, and basic network connectivity


• Reproduce reported defects, capture logs and relevant account details, and upscale actionable bug reports through Jira or a similar tracking system


• Guide customers through configuration, onboarding, integrations, and product workflows using clear step-by-step instructions


• Maintain accurate case notes, tags, macros, and customer records in Zendesk, Intercom, Salesforce, or comparable support tools


• Identify recurring issues and share trends, product gaps, and documentation needs with product, engineering, and customer success


• Create and improve help-center articles, troubleshooting guides, and internal runbooks based on resolved cases

What We Are Looking For

• 1-3 years of experience in customer support, technical support, customer success, or a related service role in a SaaS or technology environment


• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical customers


• Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools


• Working knowledge of web technologies, APIs, JSON, HTTP status codes, browser developer tools, and basic SQL or log review


• Ability to prioritize a high-volume queue, manage multiple customer issues, and stay organized under time-sensitive conditions


• Associate or bachelor's degree in information technology, computer science, communications, or a related field, or equivalent practical experience


• Bonus: Experience supporting identity and access management, SSO/SAML, webhooks, CRM integrations, SaaS administration, or technical products used by business customers