Technical Support Engineer

Evlo AI; Chicago (IL); On-site; USD 85,000 - 120,000; Full time

Job summary

Evlo AI is seeking a skilled technical support engineer to diagnose and resolve complex issues across cloud-hosted SaaS infrastructure, APIs, and integrations.

You will collaborate with platform engineering, DevOps, and product teams to reproduce bugs, write clear escalation steps, and generate documentation to improve the product.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Responsibilities

• Own complex, escalated tickets involving API behavior, authentication, webhooks, and data integrations through to resolution.
• Diagnose issues using logs, SQL, read stack traces, and reproduce bugs across Linux environments.
• Escalate engineering-impacting bugs with detailed repro steps, traces, and business context in Jira.
• Collaborate with engineering during incident response, including on-call rotations for P1/P2 issues.
• Author and maintain runbooks, internal knowledge base articles, and customer-facing technical documentation.
• Analyze ticket trends to identify systemic issues and advocate for product or tooling fixes.
• Deliver clear technical explanations to developer audiences and non-technical stakeholders.

Job description

About The Role

The role sits at the intersection of customer care and engineering, owning the diagnosis and resolution of technically complex issues across cloud-hosted SaaS infrastructure, APIs, and integrations. Every escalated ticket is an opportunity to unblock a customer and harden the product. This position matters because support quality directly shapes retention and expansion. The engineer will work closely with platform engineering, DevOps, and product teams to reproduce bugs, elevate with precision, and turn recurring issues into documentation, tooling, and product improvements.

Key Responsibilities

• Own complex, escalated tickets involving API behavior, authentication (OAuth, SSO/SAML), webhooks, and data integrations through to resolution
• Diagnose issues using logs, query databases (SQL), read stack traces, and reproduce bugs across Linux environments
• Escalate engineering-impacting bugs with detailed repro steps, traces, and business context in Jira
• Collaborate with engineering during incident response, including participating in on-call rotation for P1/P2 issues
• Author and maintain runbooks, internal knowledge base articles, and customer-facing technical documentation
• Analyze ticket trends to identify systemic issues and advocate for product or tooling fixes
• Deliver clear technical explanations to both developer audiences and non-technical stakeholders

What We Are Looking For

• 3-6 years of technical support, support engineering, or similar customer-facing technical experience
• Strong troubleshooting skills across APIs (REST), HTTP fundamentals, DNS, TLS, and command-line tooling
• Working knowledge of SQL, Linux, and at least one scripting language (Python or Bash preferred)
• Experience with ticketing platforms (Zendesk, Salesforce, Jira Service Management) and observability tools (Datadog, Splunk, or similar)
• Excellent written communication - able to write both a customer-facing explanation and a crisp engineering escalation
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• Bonus: experience with Kubernetes, cloud platforms (AWS/GCP/Azure), or a programming background in Python, Go, or Java