Technical Support Engineer

Evlo AI; Chicago (IL); On-site; USD 100,000 - 140,000; Full time

Job summary

Evlo AI is seeking a technical support engineer who will own escalations beyond first‑line troubleshooting. You will debug API integrations, inspect logs, and resolve complex issues across cloud infrastructure and distributed systems.

Role protects revenue and retention by finding root cause, shipping workarounds, and enabling permanent fixes with engineering. Strong Linux, API, and SQL skills are essential.

Qualifications

• 3–6 years in technical support, support engineering, SRE, or similar roles in SaaS or infrastructure.
• Strong troubleshooting across Linux CLI, networking (DNS, TLS, HTTP), and REST APIs.
• SQL and scripting (Python, Bash) for diagnostics and automation.
• Experience with Zendesk or Salesforce Service Cloud, Datadog, Splunk.
• Bachelor's degree in CS, Engineering, or equivalent experience.
• Clear written communication—explain complex issues to engineers and non‑tech stakeholders.
• Bonus: Kubernetes, CI/CD, or customer‑facing on‑call at a high‑growth startup.

Responsibilities

• Own and resolve technical escalations involving REST APIs, webhooks, OAuth, and third‑party integrations.
• Debug issues using logs, traces, and tools across Linux‑based cloud environments (AWS/GCP).
• Write and run SQL queries against production databases to investigate data discrepancies.
• Author bug reports with reproduction steps, payloads, and stack traces for engineering handoff.
• Create and maintain runbooks, docs, and knowledge base articles to reduce repeats.
• Partner with product and engineering on recurring issues with customer impact data.
• Participate in on‑call rotation for P1 incidents, driving communication and resolution.

Skills

Linux troubleshooting

REST APIs

DNS/TLS/HTTP

SQL queries

Python/Bash scripting

Observability tooling

Clear written communication

On-call support

Education

Bachelor's degree in CS/Engineering

Tools

Zendesk

Salesforce Service Cloud

Datadog

Splunk

PagerDuty

Postman

Job description

About The Role

The role is the technical backbone of the customer support organization, owning escalations that go beyond first-line troubleshooting. This engineer debugs API integrations, inspects logs and network traces, and resolves complex issues across cloud infrastructure, databases, and distributed systems.

About The Role

The role is the technical backbone of the customer support organization, owning escalations that go beyond first-line troubleshooting. This engineer debugs API integrations, inspects logs and network traces, and resolves complex issues across cloud infrastructure, databases, and distributed systems.

The work directly protects revenue and retention: when a customer's integration breaks or performance degrades, this role is the one who finds root cause, ships a workaround, and gets engineering what it needs for a permanent fix.

Key Responsibilities

• Own and resolve technical escalations involving REST APIs, webhooks, authentication flows (OAuth, SSO/SAML), and third-party integrations
• Debug issues using logs, traces, and diagnostics tools (Splunk, Datadog, PagerDuty) across Linux-based cloud environments (AWS/GCP)
• Write and run SQL queries against production-replica databases to investigate data discrepancies and validate root cause
• Author detailed bug reports with reproduction steps, request payloads, and stack traces for engineering handoff
• Create and maintain technical documentation, runbooks, and internal knowledge base articles to reduce repeat escalations
• Partner with product and engineering on recurring issues, influencing fixes and prioritization with customer impact data
• Participate in an on-call rotation for P1 customer-impacting incidents, driving communication and resolution

What We Are Looking For

• 3-6 years in technical support, support engineering, SRE, or similar roles at SaaS or infrastructure companies
• Strong troubleshooting skills across Linux command line, networking (DNS, TLS, HTTP), and REST APIs (curl, Postman)
• Working knowledge of SQL and scripting (Python, Bash, or similar) for diagnostics and automation
• Experience with ticketing and observability tooling (Zendesk or Salesforce Service Cloud, Datadog, Splunk)
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• Clear written communication — able to explain complex technical issues to both engineers and non-technical stakeholders
• Bonus: experience with Kubernetes, CI/CD pipelines, or customer-facing on-call experience at a high-growth startup