Technical Support Engineer

Evlo AI; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Evlo AI seeks a Technical Escalation Engineer to bridge customers and internal engineering, diagnosing deep API and system issues for enterprise reliability.

You will troubleshoot API integrations, analyze logs, reproduce bugs, and build diagnostic tools while communicating resolutions to diverse audiences. On-call rotation may be required to support high-priority incidents.

Qualifications

• 3–5 years of experience in technical support, software engineering, or systems administration.
• Proficient in querying relational databases with SQL and inspecting RESTful APIs.
• Familiarity with cloud platforms such as AWS, GCP, or Azure.
• Experience using log management/monitoring tools like Datadog, Splunk, or ELK.
• Strong analytical and problem-solving skills under pressure.
• Bonus: Bachelor's degree in CS/IT or a related technical field.

Responsibilities

• Troubleshoot complex technical issues involving API integrations, databases, and distributed systems.
• Reproduce reported bugs in staging and document steps for engineering.
• Analyze logs, network traces, and stack traces to isolate outages.
• Build and maintain internal diagnostic tools and KB documentation.
• Participate in an on-call rotation to handle critical incidents.
• Explain technical resolutions clearly to both non-technical and senior stakeholders.

Skills

SQL

REST APIs

Troubleshooting

On-call rotation

Education

Bachelor's degree in CS/IT or related

Tools

AWS

GCP

Azure

Datadog

Splunk

ELK Stack

Job description

About The Role

The role serves as the technical escalation point for complex customer issues, bridging the gap between end-users and internal engineering teams.

About The Role

The role serves as the technical escalation point for complex customer issues, bridging the gap between end-users and internal engineering teams. The team diagnoses deep architectural, API, and system-level failures to ensure high availability and reliability for enterprise clients.

Key Responsibilities

• Troubleshoot complex technical issues involving API integrations, database queries, and distributed systems
• Reproduce reported bugs in staging environments and document detailed steps for engineering teams
• Analyze application logs, network traces, and stack traces to isolate root causes of outages
• Build and maintain internal diagnostic tools, scripts, and comprehensive knowledge-base documentation
• Participate in an on-call rotation to handle critical, high-priority system incidents and outages
• Communicate technical resolutions clearly to both non-technical stakeholders and senior engineers

What We Are Looking For

• 3-5 years of experience in technical support, software engineering, or systems administration
• Proficiency in querying relational databases using SQL and inspecting RESTful APIs
• Familiarity with cloud infrastructure platforms such as AWS, GCP, or Azure
• Experience using log management and monitoring tools like Datadog, Splunk, or ELK stack
• Strong analytical and problem-solving skills under high-pressure scenarios
• Bonus: Bachelor's degree in Computer Science, Information Technology, or a related technical field