Technical Support Engineer

Evlo AI; Los Angeles (CA); On-site; USD 95,000 - 140,000; Full time

Job summary

Evlo AI is seeking a Technical Support Engineer to resolve complex issues across APIs, integrations, authentication, and cloud infrastructure. You will diagnose problems from logs, traces, and customer reports to restore service quickly while guiding customers through root-cause analysis.

You will work with engineering and product teams, write troubleshooting guides, and help partners optimize their use of our platform.

Qualifications

• 3-8 years in technical support or related customer-facing technical roles.
• Strong knowledge of REST APIs, JSON, HTTP status codes and authentication.
• Experience with logs, traces, and monitoring tools for debugging.

Responsibilities

• Troubleshoot issues involving REST APIs, webhooks, OAuth, SSO, DNS, HTTP and third‑party integrations.
• Analyze logs and monitoring data using Datadog, Splunk or similar platforms.
• Reproduce defects, isolate root causes, and create actionable engineering tickets.
• Manage cases through Zendesk, Jira or comparable systems with targets for response and resolution.
• Write and maintain troubleshooting guides, API documentation, and internal runbooks.
• Collaborate with engineering, product and infra teams to communicate impact and drive resolution.
• Identify recurring failures and suggest product or process improvements.

Skills

REST APIs

JSON

HTTP status codes

Webhooks

Authentication

Integrations

Troubleshooting

Education

Bachelor’s degree

Tools

Datadog

Splunk

Zendesk

Jira

AWS

GCP

Job description

About The Role

The Technical Support Engineer resolves complex customer issues across APIs, integrations, authentication, networking, and cloud infrastructure. The role combines structured troubleshooting with clear communication, helping customers restore service quickly while identifying root causes that require product or engineering attention.

About The Role

The Technical Support Engineer resolves complex customer issues across APIs, integrations, authentication, networking, and cloud infrastructure. The role combines structured troubleshooting with clear communication, helping customers restore service quickly while identifying root causes that require product or engineering attention.

You will support a high-volume customer base through tickets, chat, and escalations, using logs, documentation, monitoring data, and reproducible test cases to diagnose failures. The role matters because reliable technical support protects customer uptime and turns recurring issues into improvements across the product and platform.

Key Responsibilities

• Troubleshoot customer issues involving REST APIs, webhooks, OAuth, SSO, DNS, HTTP, and third-party integrations
• Analyze application logs, request traces, error codes, and monitoring data using tools such as Datadog, Splunk, or similar platforms
• Reproduce defects in staging environments, isolate root causes, and submit actionable engineering tickets with clear impact and diagnostic evidence
• Manage technical cases through Zendesk, Jira, or comparable systems while meeting response, resolution, and escalation targets
• Write and maintain troubleshooting guides, API documentation, internal runbooks, and customer-facing knowledge-base articles
• Partner with engineering, product, and infrastructure teams to communicate customer impact and drive issues through resolution
• Identify recurring failure patterns and recommend product, documentation, automation, or process improvements

What We Are Looking For

• 3-8 years of experience in technical support, solutions engineering, site reliability, developer support, or a related customer-facing technical role
• Strong understanding of REST APIs, JSON, HTTP status codes, webhooks, authentication methods, and common integration patterns
• Hands‑on experience with Linux or Unix environments, SQL queries, browser developer tools, and command‑line troubleshooting
• Familiarity with cloud platforms, networking fundamentals, observability tools, and ticketing systems such as AWS, GCP, Datadog, Jira, or Zendesk
• Ability to explain complex technical issues clearly to developers, administrators, and non-technical stakeholders in writing and live conversations
• Bachelor’s degree in computer science, information systems, engineering, or equivalent practical experience
• Bonus: Experience with Python or JavaScript, SSO/SAML, Kubernetes, GraphQL, incident response, or supporting developer‑