Technical Support Engineer

Evlo AI; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Evlo AI is seeking a Technical Support Engineer to resolve complex customer issues across cloud-based applications, APIs and integrations. The role emphasizes clear communication, data-driven troubleshooting, and collaborating with engineering and product teams to improve reliability.

You will support customers at scale using logs, SQL, HTTP requests and observability tools, while guiding them through configurations and workarounds to ensure a smooth experience.

Qualifications

• 3–6 years in technical support or similar customer-facing tech role.
• Strong knowledge of HTTP, REST APIs, JSON, and SaaS integrations.
• Experience querying data with SQL and analyzing logs/traces in cloud environments.
• Familiarity with support/issue-tracking tools (Zendesk, Jira, Salesforce).

Responsibilities

• Troubleshoot REST APIs, webhooks, SSO/SAML, OAuth, integrations and configurations.
• Analyze logs, request traces, DB records, and monitoring data with tools like Datadog, Kibana, Postman, SQL.
• Reproduce issues in test environments and create clear engineering tickets with steps and impact.
• Manage escalations via Zendesk/Jira while meeting response/resolution targets.
• Guide customers through configuration changes, API usage, and deployment workflows.
• Identify recurring issues and collaborate with engineering to reduce ticket volume.

Skills

Troubleshooting

Customer communication

Issue reproduction

Escalation handling

Documentation

Education

Bachelor's degree in CS or related field

Tools

Datadog

Kibana

Postman

SQL

Zendesk

Salesforce Service Cloud

Jira

Job description

About The Role

The Technical Support Engineer resolves complex customer issues across cloud-based applications, APIs, integrations, authentication, and data flows. The role combines strong troubleshooting skills with clear customer communication, using logs, SQL, HTTP requests, and observability tools to identify root causes and drive issues to resolution.

You will support customers at scale through ticketing and live escalation channels, while partnering with engineering and product teams on defects, documentation, and recurring technical problems. The role matters because fast, technically sound support protects customer trust and improves the reliability of the product for every user.

Key Responsibilities

• Troubleshoot customer issues involving REST APIs, webhooks, SSO/SAML, OAuth, integrations, and application configuration
• Analyze logs, request traces, database records, and monitoring data using tools such as Datadog, Kibana, Postman, and SQL
• Reproduce technical issues in test environments, isolate root causes, and create detailed engineering tickets with clear impact and reproduction steps
• Manage escalations through Zendesk, Jira, or similar platforms while meeting response-time and resolution targets
• Guide customers through configuration changes, API usage, deployment workflows, and reliable workarounds
• Identify recurring failure patterns and partner with engineering and product teams to reduce ticket volume and improve product reliability
• Create and maintain troubleshooting guides, runbooks, internal documentation, and customer-facing knowledge-base content

What We Are Looking For

• 3-6 years of experience in technical support, application support, solutions engineering, or a similar customer-facing technical role
• Strong working knowledge of HTTP, REST APIs, JSON, webhooks, DNS, authentication, and common SaaS integration patterns
• Hands-on experience querying data with SQL and investigating logs, traces, and system behavior in cloud environments
• Experience with support and issue-tracking tools such as Zendesk, Salesforce Service Cloud, Jira, or equivalent platforms
• Clear, concise written and verbal communication, with the ability to explain complex technical issues to both technical and non-technical audiences
• Bachelor’s degree in computer science, information technology, engineering, or a related field; equivalent practical experience accepted
• Bonus: Experience with AWS or GCP, Kubernetes, Python or JavaScript scripting, SSO providers, and observability platforms such as Datadog, New Relic, or Grafana