Customer Support Specialist

Evlo AI; Denver (CO); On-site; USD 65,000 - 110,000; Full time

Job summary

Evlo AI is seeking a Customer Support Engineer to be the first point of contact for customers, troubleshooting issues across API integrations, data pipelines, and account configuration. You will bridge support and engineering, owning complex escalations end-to-end and turning recurring issues into documentation, tooling, and product improvements.

You will reproduce, diagnose, and document bugs, triage incidents using logs and dashboards, and create runbooks to deflect repeat issues.

Qualifications

• 3+ years in technical support or support engineering at a SaaS or infrastructure company.
• Clear, empathetic written communication—able to explain technical root causes to non-technical customers.
• Comfortable working under SLA pressure with strong prioritization across concurrent escalations.

Responsibilities

• Resolve 40-60 technical tickets daily across email, chat, and phone, covering API errors, billing discrepancies, and integration failures.
• Reproduce, diagnose, and document bugs with logs, trace IDs, and repro steps before escalating to engineering.
• Own complex escalations through resolution, coordinating across engineering, product, and account management until closure.
• Read raw API responses, SQL queries, and monitoring dashboards (Datadog, PagerDuty) to triage incidents quickly.
• Write and maintain help-center articles, runbooks, and internal macros to deflect repeat issues.
• Analyze ticket trends weekly and present recurring pain points to product and engineering leadership.
• Meet and maintain targets for response time, first-contact resolution, and CSAT (95%+)

Skills

REST APIs

HTTP status codes

JSON

Debugging tools

Postman

Curl

Browser dev tools

Tools

Zendesk

Freshdesk

Job description

About The Role

The role is the first point of contact for customers troubleshooting technical issues, resolving a high volume of tickets across API integrations, data pipelines, and account configuration.

About The Role

The role is the first point of contact for customers troubleshooting technical issues, resolving a high volume of tickets across API integrations, data pipelines, and account configuration. The position bridges support and engineering, owning complex escalations end-to-end and turning recurring issues into documentation, tooling, and product improvements.

Key Responsibilities

• Resolve 40-60 technical tickets daily across email, chat, and phone, covering API errors, billing discrepancies, and integration failures
• Reproduce, diagnose, and document bugs with logs, trace IDs, and repro steps before escalating to engineering
• Own complex escalations through resolution, coordinating across engineering, product, and account management until closure
• Read raw API responses, SQL queries, and monitoring dashboards (Datadog, PagerDuty) to triage incidents quickly
• Write and maintain help-center articles, runbooks, and internal macros to deflect repeat issues
• Analyze ticket trends weekly and present recurring pain points to product and engineering leadership
• Meet and maintain targets for response time, first-contact resolution, and CSAT (95%+)

What We Are Looking For

• 3+ years in technical support, support engineering, or a comparable customer-facing technical role at a SaaS or infrastructure company
• Working knowledge of REST APIs, HTTP status codes, JSON, and debugging tools (Postman, curl, browser dev tools)
• Basic SQL and log-analysis skills for investigating customer-reported issues
• Experience with help-desk platforms (Zendesk, Freshdesk, or similar) and ticket-triage workflows
• Clear, empathetic written communication - able to explain technical root causes to non-technical customers
• Comfortable working under SLA pressure with strong prioritization across concurrent escalations
• Bonus: scripting experience (Python, Bash), familiarity with CI/CD or cloud platforms (AWS, GCP), or prior experience building support tooling or macros at scale