Technical Support Engineer

Evlo AI; Minneapolis (MN); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Evlo AI seeks a technically adept Customer Success Engineer to resolve complex production issues for enterprise and mid-market customers, spanning REST APIs, SDKs, and cloud infrastructure.

You will diagnose root causes, restore services, and guide customers through live debugging sessions, while contributing to runbooks and knowledge bases to reduce repeated escalations.

Competenze

• 3-6 years in technical support, solutions engineering, DevOps, or similar hands-on role.
• Strong working knowledge of HTTP, REST APIs, DNS, TLS, and debugging tools.
• Proficiency with SQL and comfortable reading logs, stack traces, and metrics.
• Scripting or automation experience in Python, Bash, or similar.
• Experience with support tooling (e.g., Zendesk-like systems) and ticket workflows.
• Clear written communication, able to explain complex tech to engineers and non-technical stakeholders.
• Bonus: experience with cloud platforms (AWS, GCP, Azure) or IaC tooling (Terraform) or on-call rotations.

Mansioni

• Own escalated technical tickets end-to-end, diagnosing issues across REST APIs, webhooks, SDKs, and infrastructure.
• Reproduce, isolate, and document bugs with root-cause analysis before routing to engineering.
• Guide customers through live debugging sessions over Zoom with log analysis and API trace reviews.
• Contribute to internal knowledge base, runbooks, and public developer docs to reduce escalations.
• Monitor systems with observability tools and participate in on-call rotation for critical incidents.
• Partner with product and engineering on prioritization of customer-impacting defects and represent customer voice.
• Own customer communications during incidents, including status updates and post-incident reports.

Conoscenze

REST APIs

HTTP

DNS

TLS

SQL

Python

Bash

Debugging tools

Observability

Log analysis

Communication

On-call rotation

Strumenti

Kubernetes

Linux

Datadog

PagerDuty

Postman

curl

tcpdump

Descrizione del lavoro

About The Role

The role sits at the intersection of customer success and engineering, owning the resolution of complex technical issues for enterprise and mid-market customers running production workloads.

About The Role

The role sits at the intersection of customer success and engineering, owning the resolution of complex technical issues for enterprise and mid-market customers running production workloads.

This position matters because retention and expansion depend on it: when APIs break, integrations fail, or performance degrades, this role is the technical expert who diagnoses root cause, restores service, and prevents recurrence.

Key Responsibilities

• Own escalated technical tickets end-to-end, diagnosing issues across REST APIs, webhooks, SDKs, and infrastructure (Linux, Kubernetes, cloud environments)
• Reproduce, isolate, and document bugs with detailed root-cause analysis before routing to engineering with full diagnostic context
• Guide customers through live technical debugging sessions over Zoom, including log analysis, SQL queries, and API trace reviews
• Contribute to internal knowledge base, runbooks, and public developer documentation to reduce repeat escalations
• Monitor systems proactively using observability tools (Datadog, PagerDuty, or similar) and participate in an on-call rotation for critical incidents
• Partner with product and engineering on prioritization of customer-impacting defects and represent the customer voice in technical reviews
• Own customer communication during incidents, including status updates, post-incident summaries, and follow-up reports

What We Are Looking For

• 3-6 years in technical support, solutions engineering, DevOps, or a comparable hands-on technical role
• Strong working knowledge of HTTP, REST APIs, DNS, TLS, and common debugging tools (curl, Postman, tcpdump, browser dev tools)
• Proficiency with SQL and comfort reading logs, stack traces, and application metrics
• Scripting or automation experience in Python, Bash, or similar
• Experience with support tooling (Zendesk, Salesforce Service Cloud, or similar) and ticket workflow management
• Clear, concise written communication — able to explain complex technical issues to both engineers and non-technical stakeholders
• Bonus: experience with a specific cloud platform (AWS, GCP, Azure), familiarity with IaC tools (Terraform), or prior experience in an on-call engineering rotation