Customer Support Specialist

Evlo AI; San Diego (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Evlo AI in San Diego, CA, seeks a Customer Support Specialist to be the first contact for customers using our cloud-based platform, resolving account, billing, configuration, and product-usage issues across email, chat, and tickets.

You will troubleshoot browser, API, authentication, and integration problems, document steps, and contribute to help-center articles and runbooks. Strong written communication and technical curiosity are essential to scale support while maintaining trust.

Qualifications

• 1-3 years of experience in customer support, technical support, SaaS operations, or a related customer-facing technology role
• Hands-on experience with help-desk or CRM platforms such as Zendesk, Intercom, Salesforce, or similar systems
• Working knowledge of web applications, HTTP, APIs, authentication, browser troubleshooting, and common SaaS integrations

Responsibilities

• Resolve customer issues across email, chat, and ticketing channels while meeting response-time and resolution targets
• Troubleshoot browser, API, authentication, permissions, integrations, and account-configuration issues using logs, documentation, and reproducible test cases
• Use tools such as Zendesk, Intercom, Jira, Slack, Postman, and basic SQL to investigate problems and coordinate escalations
• Document clear reproduction steps, expected versus actual behavior, customer impact, and supporting evidence for engineering teams
• Create and update help-center articles, internal runbooks, saved replies, and troubleshooting workflows
• Identify recurring issues, analyze ticket trends, and share actionable product feedback with engineering, product, and operations
• Maintain accurate case notes and follow up with customers through resolution, including incident communication when appropriate

Skills

Customer support

Technical troubleshooting

Communication

Problem solving

Cross-functional collaboration

Education

Associate or Bachelor's degree in IT/CS/communications/business

Tools

Zendesk

Intercom

Salesforce

Jira

Slack

Postman

SQL

Job description

About The Role

The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and product-usage issues across email, chat, and support tickets.

About The Role

The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, resolving account, billing, configuration, and product-usage issues across email, chat, and support tickets. The role combines clear customer communication with practical technical troubleshooting. It matters because fast, accurate resolutions protect customer trust, surface product defects, and help the support team scale without sacrificing service quality.

Key Responsibilities

• Resolve customer issues across email, chat, and ticketing channels while meeting response-time and resolution targets
• Troubleshoot browser, API, authentication, permissions, integrations, and account-configuration issues using logs, documentation, and reproducible test cases
• Use tools such as Zendesk, Intercom, Jira, Slack, Postman, and basic SQL to investigate problems and coordinate escalations
• Document clear reproduction steps, expected versus actual behavior, customer impact, and supporting evidence for engineering teams
• Create and update help-center articles, internal runbooks, saved replies, and troubleshooting workflows
• Identify recurring issues, analyze ticket trends, and share actionable product feedback with engineering, product, and operations
• Maintain accurate case notes and follow up with customers through resolution, including incident communication when appropriate

What We Are Looking For

• 1-3 years of experience in customer support, technical support, SaaS operations, 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 customers
• Hands-on experience with a help-desk or CRM platform such as Zendesk, Intercom, Salesforce, or a similar system
• Working knowledge of web applications, HTTP, APIs, authentication, browser troubleshooting, and common SaaS integrations
• Comfort using ticket queues, dashboards, logs, and basic SQL or API tools to investigate customer issues
• Associate or bachelor's degree in information technology, computer science, communications, business, or equivalent practical experience
• Bonus: Experience supporting developer tools, cloud infrastructure, fintech, cybersecurity, or data products; familiarity with Jira, Postman, REST APIs, and incident-management processes