Technical Escalations Engineer — Enterprise & Cloud

Evlo AI; San Diego (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Evlo AI is seeking an escalation-focused technical support engineer to diagnose and unblock complex issues across cloud infrastructure, APIs, and distributed systems. You will work on escalated tickets, reproduce bugs, and provide actionable data to engineering teams to improve reliability.

The role involves on-call rotation for severity-1 incidents, creating runbooks, and contributing to monitoring tooling and knowledge bases to reduce future escalations.

Qualifications

• 3+ years in technical support, SRE-adjacent, or systems engineering roles supporting B2B software at scale.
• Strong working knowledge of Linux, networking fundamentals (DNS, TLS, load balancing), and HTTP APIs.
• Hands-on experience with SQL and log analysis tools (Splunk, ELK, or Datadog).
• Scripting ability in Python, Bash, or equivalent for diagnostics and automation.
• Clear written communication — able to explain complex technical issues to engineers and non-technical stakeholders.

Responsibilities

• Own escalated technical tickets end-to-end, troubleshooting issues across REST APIs, Linux environments, SQL databases, and cloud platforms (AWS or GCP).
• Reproduce bugs, capture logs and traces, and write detailed escalation reports that engineering can act on without follow-up.
• Serve as the technical point of contact for enterprise accounts during incidents, including participating in on-call rotation for severity-1 issues.
• Author and maintain runbooks, knowledge-base articles, and internal documentation to reduce repeat escalations.
• Analyze ticket trends to identify systemic product issues and present findings to product and engineering leadership.
• Partner with engineers on root-cause analysis and validate fixes before customer communication goes out.
• Contribute to support tooling improvements, including macros, automation, and monitoring integrations (Datadog, PagerDuty, or similar).

Skills

Linux

Networking fundamentals

HTTP APIs

SQL

Scripting (Python/Bash)

Clear written communication

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

Splunk

ELK

Datadog

Terraform

Kubernetes

Zendesk

Salesforce Service Cloud

Job description

Evlo AI is seeking an escalation-focused technical support engineer to diagnose and unblock complex issues across cloud infrastructure, APIs, and distributed systems. You will work on escalated tickets, reproduce bugs, and provide actionable data to engineering teams to improve reliability.

The role involves on-call rotation for severity-1 incidents, creating runbooks, and contributing to monitoring tooling and knowledge bases to reduce future escalations.