Customer Support Specialist

Evlo AI; Denver (CO); On-site; USD 52,000 - 75,000; Full time

Job summary

Evlo AI is seeking a Customer Support Specialist to be the first contact for customers of our cloud-based platform. You will troubleshoot account access, integrations, APIs, permissions, and billing workflows while guiding users through product configuration issues.

You will document findings, reproduce issues, and escalate defects to engineering. Proactive collaboration with product, engineering, and success teams helps reduce recurring problems and improve customer outcomes.

Qualifications

• Bachelor's degree or equivalent technical support experience.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with SaaS platforms, REST APIs, JSON, and authentication concepts.

Responsibilities

• Resolve customer issues via email, chat, and tickets using case-management tools.
• Troubleshoot login, permissions, integrations, API requests, and browser behavior.
• Reproduce issues, capture steps, escalate defects to engineering via Jira.
• Use developer tools, logs, SQL queries to investigate problems.
• Document findings, workarounds and resolutions in knowledge base.

Skills

Strong communication

Troubleshooting

High-volume support

Technical aptitude

Education

Bachelor's degree in information systems, computer science, communications, or related field

Tools

Zendesk

Intercom

Jira

Slack

Salesforce

Job description

About The Role

The Customer Support Specialist is the first point of contact for customers using a cloud-based software platform, helping them troubleshoot account access, integrations, APIs, user permissions, billing workflows, and product configuration issues. The role combines clear customer communication with practical technical investigation across web applications, browser behavior, HTTP requests, and system logs. The specialist manages a high-volume support queue while maintaining strong response and resolution standards. The role matters because every interaction protects customer productivity, surfaces recurring product issues, and gives product and engineering teams actionable insight into how the platform performs in real-world environments.

Key Responsibilities

• Resolve customer issues through email, chat, and support tickets using Zendesk, Intercom, or similar case-management tools
• Troubleshoot login, SSO, permissions, integrations, API requests, webhooks, and browser-specific product behavior
• Reproduce reported issues, capture steps and evidence, and escalated confirmed defects to engineering through Jira or a similar issue-tracking system
• Use browser developer tools, request logs, API documentation, and basic SQL or data queries to investigate customer-reported problems
• Document accurate case notes, technical findings, workarounds, and resolution steps in the support platform and knowledge base
• Identify recurring issues and share structured trends with product, engineering, and customer success teams
• Meet established service-level targets for first response, resolution time, ticket quality, and customer satisfaction

What We Are Looking For

• 1-3 years of experience in customer support, technical support, help desk, or a related customer-facing technology role
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users
• Working knowledge of SaaS applications, REST APIs, HTTP status codes, JSON, browser developer tools, and common authentication concepts
• Hands-on experience with support and collaboration tools such as Zendesk, Intercom, Jira, Slack, Salesforce, or comparable platforms
• Strong troubleshooting judgment, attention to detail, and organization in a high-volume support environment
• Bachelor's degree in information systems, computer science, communications, or a related field; equivalent technical support experience may substitute
• Bonus: Experience supporting SSO providers, webhooks, developer tools, SQL queries, API clients such as Postman, or customers in a B2B SaaS environment