Customer Support Specialist

Evlo AI; San Francisco (CA); On-site; USD 90,000 - 125,000; Full time

Job summary

Evlo AI is seeking a customer engineering professional to act as the primary technical contact for customers, diagnosing complex software issues and guiding users to rapid resolutions. You will bridge engineering and users, turning feedback into product improvements and more resilient systems.

The role emphasizes fast response, clear written communication, and collaboration with product and engineering teams to improve the SaaS platform for a growing user base.

Qualifications

• 1–3 years of experience in technical support or SaaS customer engineering.
• Familiarity with web technologies, HTTP protocols, REST APIs, and reading JSON payloads.
• Proficiency with Zendesk, Intercom, and Jira.
• Exceptional written and verbal communication skills.
• Bachelor degree in Computer Science, Information Technology, or equivalent practical experience.
• Bonus: Experience writing SQL queries, basic scripting in Python or JavaScript, or familiarity with cloud infrastructure like AWS.

Responsibilities

• Diagnose and resolve complex technical customer inquiries via ticketing systems, live chat, and video calls.
• Investigate software bugs by reviewing application logs, inspecting API requests, and reproducing issues in test environments.
• Escalate critical incidents to engineering and product teams with detailed technical summaries and reproduction steps.
• Author and maintain comprehensive internal knowledge base documentation and customer‑facing troubleshooting guides.
• Analyze recurring support ticket trends to identify product gaps and advocate for feature improvements.
• Achieve and maintain high standards for first‑response time, customer satisfaction, and ticket resolution speed.

Skills

Customer communication

Technical troubleshooting

Verbal communication

Education

Bachelor’s degree in Computer Science or IT

Tools

Zendesk

Intercom

Jira

REST APIs

JSON payloads

SQL

Python/JavaScript basics

Job description

About The Role

The role serves as the primary technical point of contact for customers, diagnosing complex software issues and guiding users to rapid resolutions.

About The Role

The role serves as the primary technical point of contact for customers, diagnosing complex software issues and guiding users to rapid resolutions.

The team bridges the gap between end users and engineering, turning technical friction points into valuable product feedback and resilient system improvements.

Key Responsibilities

• Diagnose and resolve complex technical customer inquiries via ticketing systems, live chat, and video calls


• Investigate software bugs by reviewing application logs, inspecting API requests, and reproducing issues in test environments


• Escalate critical incidents to engineering and product teams with detailed technical summaries and reproduction steps


• Author and maintain comprehensive internal knowledge base documentation and customer‑facing troubleshooting guides


• Analyze recurring support ticket trends to identify product gaps and advocate for feature improvements


• Achieve and maintain high standards for first‑response time, customer satisfaction, and ticket resolution speed

What We Are Looking For

• 1-3 years of experience in technical support, customer engineering, or system administration within a SaaS environment


• Working knowledge of web technologies, HTTP protocols, REST APIs, and reading JSON payloads


• Proficiency with modern help‑desk software and bug‑tracking tools such as Zendesk, Intercom, and Jira


• Exceptional written and verbal communication skills with the ability to explain technical concepts to non‑technical users


• Bachelor degree in Computer Science, Information Technology, or equivalent practical experience


• Bonus: Experience writing SQL queries, basic scripting in Python or JavaScript, or familiarity with cloud infrastructure like AWS