Technical Support Engineer

Evlo AI; Austin (TX); On-site; USD 75,000 - 125,000; Full time

Job summary

Evlo AI is seeking a technically capable professional to serve as the backbone of customer success, diagnosing complex infrastructure and software issues at scale. You will bridge the gap between end users and engineering to ensure rapid resolution of critical bugs and maintain platform reliability.

You will analyze system logs, reproduce issues in staging, and document steps for engineers, while producing internal documentation and troubleshooting guides for evolving problems.

Qualifications

• 3–5 years in technical support, systems administration, or software engineering.
• Proficiency with SQL, REST APIs, and Linux command-line environments.
• Experience with ticketing systems such as Jira Service Management or Zendesk.
• Strong debugging skills with Python or JavaScript.
• Bachelor’s degree in CS/IT or equivalent practical experience.

Responsibilities

• Troubleshoot complex technical issues involving API integrations, database queries, and cloud infrastructure.
• Reproduce reported bugs in staging environments and document clear steps for the engineering team.
• Analyze system logs using tools like Datadog and Splunk to identify root causes of performance degradation.
• Write technical documentation, internal knowledge base articles, and troubleshooting guides for emerging issues.
• Manage escalations from front-line support tiers and maintain service level agreements for enterprise clients.
• Participate in an on-call rotation to handle critical after-hours infrastructure incidents.

Skills

SQL

REST APIs

Linux CLI

Education

Bachelor's degree in CS/IT or related field

Tools

Jira Service Management

Zendesk

Job description

About The Role

The role serves as the technical backbone for customer success, diagnosing complex infrastructure and software issues at scale. The team bridges the gap between end users and engineering, ensuring rapid resolution of critical bugs and maintaining platform reliability.

Key Responsibilities

• Troubleshoot complex technical issues involving API integrations, database queries, and cloud infrastructure
• Reproduce reported bugs in staging environments and document clear steps for the engineering team
• Analyze system logs using tools like Datadog and Splunk to identify root causes of performance degradation
• Write technical documentation, internal knowledge base articles, and troubleshooting guides for emerging issues
• Manage escalations from front-line support tiers and maintain service level agreements for enterprise clients
• Participate in an on-call rotation to handle critical after-hours infrastructure incidents

What We Are Looking For

• 3-5 years of technical support, systems administration, or software engineering experience
• Proficiency with SQL, REST APIs, and Linux command-line environments
• Experience with ticketing systems such as Jira Service Management or Zendesk
• Strong analytical mindset with the ability to debug code snippets in Python, JavaScript, or similar languages
• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience
• Bonus: Experience with AWS services, Kubernetes, or direct customer-facing technical support in a B2B SaaS environment