Customer Support Specialist

Evlo AI; San Francisco (CA); On-site; USD 80,000 - 140,000; Full time

Job summary

Evlo AI in San Francisco seeks a technically skilled customer support specialist to resolve complex product issues across APIs, integrations, and platform workflows. You will triage tickets from email, chat, and phone, and collaborate with engineering to enable fast fixes.

You will drive CSAT, response times, and resolution metrics, while developing helpful runbooks and knowledge-base articles in Zendesk and Confluence.

Qualifications

• 3-5 years of customer support, technical support, or customer success experience at a SaaS or technology company.
• Strong working knowledge of APIs (REST, JSON) and HTTP fundamentals.
• Hands-on experience with help-desk platforms like Zendesk, Intercom, or Salesforce Service Cloud.
• Excellent written communication — able to explain technical concepts to non-technical customers clearly and empathetically.
• Comfortable navigating SQL queries or log-analysis tools to diagnose root causes.
• Bachelor's degree in a technical field, or equivalent practical experience.
• Bonus: scripting experience (Python, JavaScript), familiarity with SSO protocols (SAML, OAuth), and prior on-call or escalation-management experience.

Responsibilities

• Own a queue of 25-40 daily tickets across email, chat, and phone, triaging by severity and business impact
• Troubleshoot technical issues involving REST APIs, webhooks, SSO, and third-party integrations using logs, debuggers, and API clients like Postman
• Reproduce bugs, write clear technical reproductions, and escal… to engineering with the context needed for fast fixes
• Create and maintain knowledge-base articles, runbooks, and internal macros in Zendesk and Confluence
• Track emerging issue trends in dashboards and present weekly insights to product and engineering leads
• Drive CSAT, first-response time, and resolution-time metrics while coaching teammates on complex cases
• Participate in an on-call rotation for escalated, time-sensitive customer incidents

Skills

APIs (REST/JSON)

HTTP fundamentals

Postman

curl

Scripting (Python/JS)

SQL queries

Customer support

Escalation management

Education

Bachelor's degree in a technical field

Tools

Zendesk

Intercom

Salesforce Service Cloud

Job description

About The Role

The role is the technical front line for customers, resolving complex product issues across APIs, integrations, and platform workflows while keeping response and resolution times tight.

The role matters because retention lives or dies at the support layer: every escalated bug, blocked integration, and frustrated customer is an opportunity to build trust and feed actionable insight back to engineering and product.

Key Responsibilities

• Own a queue of 25-40 daily tickets across email, chat, and phone, triaging by severity and business impact
• Troubleshoot technical issues involving REST APIs, webhooks, SSO, and third-party integrations using logs, debuggers, and API clients like Postman
• Reproduce bugs, write clear technical reproductions, and escal… to engineering with the context needed for fast fixes
• Create and maintain knowledge-base articles, runbooks, and internal macros in Zendesk and Confluence
• Track emerging issue trends in dashboards and present weekly insights to product and engineering leads
• Drive CSAT, first-response time, and resolution-time metrics while coaching teammates on complex cases
• Participate in an on-call rotation for escalated, time-sensitive customer incidents

What We Are Looking For

• 3-5 years of customer support, technical support, or customer success experience at a SaaS or technology company
• Strong working knowledge of APIs (REST, JSON), HTTP fundamentals, and debugging tools such as Postman or curl
• Hands-on experience with help-desk platforms like Zendesk, Intercom, or Salesforce Service Cloud
• Excellent written communication — able to explain technical concepts to non-technical customers clearly and empathetically
• Comfortable navigating SQL queries or log-analysis tools to diagnose root causes
• Bachelor's degree in a technical field, or equivalent practical experience
• Bonus: scripting experience (Python, JavaScript), familiarity with SSO protocols (SAML, OAuth), and prior on-call or escalation-management experience