Customer Support Specialist

Evlo AI; San Francisco (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Evlo AI is seeking a Customer Support Specialist in San Francisco to be the first line of contact for customers using our cloud-based platform. You will resolve account, billing, configuration, and product-usage issues via email and chat, and document issues thoroughly.

Ideal candidates have 1–3 years in customer support, strong communication skills, and hands-on experience with Zendesk, Intercom, or Salesforce Service Cloud.

Qualifications

• 1–3 years of experience in customer support, technical support, help desk, SaaS operations, or a related customer-facing role
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
• Hands-on experience with ticketing and customer communication tools such as Zendesk, Intercom, Salesforce Service Cloud, or similar platforms
• Working knowledge of web applications, browser troubleshooting, identity and access concepts, APIs, and common SaaS integrations
• Ability to investigate issues methodically using documentation, logs, screenshots, network details, and basic SQL or JSON when needed
• Associate or bachelor's degree in information technology, computer science, communications, or a related field; equivalent practical experience accepted
• Bonus: Experience supporting B2B SaaS products, familiarity with Jira, Datadog, Postman, or SQL, and knowledge of SSO, OAuth, webhooks, or cloud infrastructure

Responsibilities

• Resolve customer inquiries across email and chat using a help-desk platform such as Zendesk, Intercom, or Salesforce Service Cloud
• Troubleshoot login, permissions, integrations, API, browser, and workflow issues using product documentation, logs, and reproducible test cases
• Reproduce suspected defects and submit complete bug reports with steps to reproduce, expected behavior, actual behavior, screenshots, and relevant account details
• Escalate complex technical issues to engineering, infrastructure, or security teams while maintaining clear ownership and customer updates
• Monitor ticket queues and meet response-time, resolution-time, backlog, and customer satisfaction targets
• Create and improve knowledge-base articles, troubleshooting guides, macros, and internal runbooks
• Analyze recurring ticket themes and share actionable trends with product, engineering, and customer success teams

Skills

Customer support

Technical support

Clear communication

SQL

JSON

Education

Associate or bachelor's degree in IT/CS/Communications

Tools

Zendesk

Intercom

Salesforce Service Cloud

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 and chat.

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 and chat.

Key Responsibilities

• Resolve customer inquiries across email and chat using a help-desk platform such as Zendesk, Intercom, or Salesforce Service Cloud


• Troubleshoot login, permissions, integrations, API, browser, and workflow issues using product documentation, logs, and reproducible test cases


• Reproduce suspected defects and submit complete bug reports with steps to reproduce, expected behavior, actual behavior, screenshots, and relevant account details


• Escalate complex technical issues to engineering, infrastructure, or security teams while maintaining clear ownership and customer updates


• Monitor ticket queues and meet response-time, resolution-time, backlog, and customer satisfaction targets


• Create and improve knowledge-base articles, troubleshooting guides, macros, and internal runbooks


• Analyze recurring ticket themes and share actionable trends with product, engineering, and customer success teams

What We Are Looking For

• 1-3 years of experience in customer support, technical support, help desk, SaaS operations, or a related customer-facing role


• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users


• Hands-on experience with ticketing and customer communication tools such as Zendesk, Intercom, Salesforce Service Cloud, or similar platforms


• Working knowledge of web applications, browser troubleshooting, identity and access concepts, APIs, and common SaaS integrations


• Ability to investigate issues methodically using documentation, logs, screenshots, network details, and basic SQL or JSON when needed


• Associate or bachelor's degree in information technology, computer science, communications, or a related field; equivalent practical experience accepted


• Bonus: Experience supporting B2B SaaS products, familiarity with Jira, Datadog, Postman, or SQL, and knowledge of SSO, OAuth, webhooks, or cloud infrastructure