Technical Support Engineer

Evlo AI; Dallas (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

Evlo AI is seeking an experienced technical support professional to handle deep-escalation tickets for our cloud-based infrastructure and API products. You will diagnose networking, authentication, and distributed systems issues, and collaborate with engineering to prioritize reliability improvements.

The role requires strong troubleshooting skills, scripting ability, and clear communication to explain complex root causes to engineers and non-technical stakeholders.

Qualifications

• 3-6 years of technical support, SRE, sysadmin, or engineering experience in a production environment.
• Strong troubleshooting skills across Linux systems, networking fundamentals (TCP/IP, DNS, HTTP), and REST APIs.
• Proficiency reading logs, traces, and error output; comfort with scripting in Python, Bash, or similar.
• Experience with support platforms (Zendesk, Salesforce, or Jira Service Management) and observability tooling.
• Clear written communication skills — able to explain complex root causes to both engineers and non-technical stakeholders.
• Bachelor's degree in Computer Science or equivalent practical experience.
• Bonus: Experience with Kubernetes, cloud platforms (AWS/GCP/Azure), Terraform, or a customer-facing SLA environment.

Responsibilities

• Own and resolve escalated technical tickets across APIs, SDKs, networking, and Linux/Unix system issues.
• Reproduce customer-reported bugs, capture logs and traces, and file well-documented engineering escalations with clear impact assessment.
• Debug issues using log analysis, packet capture (tcpdump/Wireshark), and monitoring tools (Datadog, Splunk, or similar).
• Serve as the communication bridge during incidents — deliver status updates to enterprise customers and coordinate with on-call engineers.
• Author and maintain runbooks, internal knowledge-base articles, and public-facing technical documentation.
• Analyze ticket trends to identify systemic product issues and present findings to product and engineering leadership.
• Contribute to tooling improvements, including macros, scripts, and automation that reduce resolution time.

Skills

Linux troubleshooting

Networking fundamentals

REST APIs

Scripting

Problem diagnosis

Communication

Education

Bachelor's degree in CS or equivalent

Tools

Zendesk

Salesforce

Jira Service Management

Datadog

Splunk

Job description

About The Role

The role is the deep-escalation layer of a customer support organization for cloud-based infrastructure and API products, owning technically complex tickets that front-line support cannot resolve. You will debug issues spanning networking, authentication, and distributed systems, and act as the voice of the customer to engineering, shaping how reliability problems get prioritized and fixed.

Key Responsibilities

• Own and resolve escalated technical tickets across APIs, SDKs, networking (DNS, TLS, load balancing), and Linux/Unix system issues
• Reproduce customer-reported bugs, capture logs and traces, and file well-documented engineering escalations with clear impact assessment
• Debug issues using log analysis, packet capture (tcpdump/Wireshark), and monitoring tools (Datadog, Splunk, or similar)
• Serve as the communication bridge during incidents — deliver status updates to enterprise customers and coordinate with on-call engineers
• Author and maintain runbooks, internal knowledge-base articles, and public-facing technical documentation
• Analyze ticket trends to identify systemic product issues and present findings to product and engineering leadership
• Contribute to tooling improvements, including macros, scripts, and automation that reduce resolution time

What We Are Looking For

• 3-6 years of technical support, SRE, sysadmin, or engineering experience in a production environment
• Strong troubleshooting skills across Linux systems, networking fundamentals (TCP/IP, DNS, HTTP), and REST APIs
• Proficiency reading logs, traces, and error output; comfort with scripting in Python, Bash, or similar
• Experience with support platforms (Zendesk, Salesforce, or Jira Service Management) and observability tooling
• Clear written communication skills — able to explain complex root causes to both engineers and non-technical stakeholders
• Bachelor's degree in Computer Science or equivalent practical experience
• Bonus: Experience with Kubernetes, cloud platforms (AWS/GCP/Azure), Terraform, or a customer-facing SLA environment