Customer Support Specialist

Evlo AI; New York (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

Evlo AI is seeking a technical support engineer to be the frontline for customers using our cloud-based SaaS platform. You will diagnose API errors, account issues, and integration problems across web and mobile clients, working at the intersection of support and engineering to accelerate fixes.

You will handle 30-50 daily tickets via email, chat, and phone, reproduce issues with Postman and browser tools, write clear bug reports for Jira, and contribute to self-service through docs and

Qualifications

• 1-3 years of experience in technical support, help desk, or customer engineering at a SaaS or technology company.
• Working knowledge of REST APIs, HTTP status codes, JSON, and debugging tools such as Postman and browser developer consoles.
• Hands-on experience with a ticketing system (Zendesk, Intercom, Freshdesk, or similar) and CRM tools like Salesforce.
• Strong written communication — ability to explain technical concepts clearly to both engineers and non-technical users.
• Bachelor's degree in a technical field or equivalent practical experience.
• Bonus: SQL basics, familiarity with webhooks/OAuth flows, scripting (Python or Bash).

Responsibilities

• Resolve 30-50 daily technical tickets across email, chat, and phone using Zendesk, covering authentication, billing, API usage, and platform configuration issues.
• Reproduce and debug reported issues using browser dev tools, API tools (Postman), log viewers, and internal admin tooling before escalation.
• Write clear, reproducible bug reports with logs, traces, and screen recordings for engineering handoff via Jira.
• Own escalated enterprise accounts end-to-end, coordinating with engineers on ETAs and communicating status to customers until resolution.
• Author and maintain help-center articles, runbooks, and internal documentation to drive self-service deflection.
• Analyze ticket trends weekly and present recurring-issue themes to product and engineering stakeholders.
• Meet and improve KPIs for first-response time, resolution time, CSAT, and first-contact resolution rate.

Skills

Strong written communication

High-volume queue management

REST APIs

HTTP status codes

JSON

Postman

Browser dev tools

SQL basics

OAuth flows

Webhooks

Python scripting

Bash scripting

Education

Bachelor's degree in a technical field

Tools

Postman

Browser dev tools

Zendesk

Intercom

Freshdesk

Salesforce

Python scripting

Bash scripting

OAuth flows

Webhooks

Job description

About The Role

The role is the technical front line for customers using a cloud-based SaaS platform — diagnosing API errors, account configuration issues, integration failures, and performance problems across web and mobile clients.

This position sits at the intersection of support and engineering: resolving complex tickets directly, documenting root causes, and escalating actionable bug reports so product teams can ship fixes that reduce future ticket volume.

Key Responsibilities

• Resolve 30-50 daily technical tickets across email, chat, and phone using Zendesk, covering authentication, billing, API usage, and platform configuration issues
• Reproduce and debug reported issues using browser dev tools, API tools (Postman), log viewers, and internal admin tooling before escalation
• Write clear, reproducible bug reports with logs, traces, and screen recordings for engineering handoff via Jira
• Own escalated enterprise accounts end-to-end, coordinating with engineers on ETAs and communicating status to customers until resolution
• Author and maintain help-center articles, runbooks, and internal documentation to drive self-service deflection
• Analyze ticket trends weekly and present recurring-issue themes to product and engineering stakeholders
• Meet and improve KPIs for first-response time, resolution time, CSAT, and first-contact resolution rate

What We Are Looking For

• 1-3 years of experience in technical support, help desk, or customer engineering at a SaaS or technology company
• Working knowledge of REST APIs, HTTP status codes, JSON, and debugging tools such as Postman and browser developer consoles
• Hands-on experience with a ticketing system (Zendesk, Intercom, Freshdesk, or similar) and CRM tools like Salesforce
• Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
• Comfortable toggling between high-volume queue work and deep-dive debugging on complex escalations
• Bachelor's degree in a technical field or equivalent practical experience
• Bonus: SQL basics, familiarity with webhooks/OAuth flows, scripting (Python or Bash), or prior experience supporting developer-facing products