Escalation Engineer: API Debugging & Incident Response

Evlo AI; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a technically adept Customer Success Engineer to own escalations at the intersection of support and engineering. You will diagnose and resolve API failures, integration issues, and edge-case defects, collaborating with engineering to ship fixes and improve product design.

You will read and write code (Python/JS/Bash) to reproduce bugs, build diagnostics, and validate fixes before release, while contributing to runbooks and incident documentation.

Qualifications

• 3–6 years in technical support or SRE role.
• Strong knowledge of HTTP, REST APIs, JSON, DNS, TLS.
• Experience with observability tools and ticketing systems.
• Ability to translate complex concepts to non-technical customers.

Responsibilities

• Own escalated technical tickets end-to-end, from triage to resolution.
• Debug issues across REST APIs, webhooks, SDKs, and cloud infrastructure.
• Read and write code (Python, JavaScript, or Bash) to reproduce bugs and validate fixes.
• Partner with software engineers on escalated defects, with detailed bug reports.
• Author and maintain runbooks, troubleshooting guides, and internal docs.
• Analyze ticket trends and present product recommendations to engineering/PM.
• Participate in weekly on-call rotation for high-severity incidents and customer communication.

Skills

Technical support

SRE

API debugging

Observability

Python scripting

Cloud platforms

Technical communication

On-call rotation

Tools

Datadog

Splunk

Zendesk

Jira

Salesforce

Kubernetes

Docker

Job description

Evlo AI is seeking a technically adept Customer Success Engineer to own escalations at the intersection of support and engineering. You will diagnose and resolve API failures, integration issues, and edge-case defects, collaborating with engineering to ship fixes and improve product design.

You will read and write code (Python/JS/Bash) to reproduce bugs, build diagnostics, and validate fixes before release, while contributing to runbooks and incident documentation.