Technical Support Engineer

Evlo AI; Minneapolis (MN); On-site; USD 70,000 - 110,000; Full time

Job summary

Evlo AI in Minneapolis is seeking a Technical Support Engineer to resolve complex issues across a cloud-based platform, including API integrations and data flows. You will reproduce issues, inspect logs, and collaborate with engineering to drive timely resolutions.

The role emphasizes clear communication with customers across tickets, chat, and escalations, plus contributing to knowledge bases and runbooks for scalable support.

Qualifications

• 3–6 years in technical support or SaaS customer engineering.
• Strong knowledge of HTTP, REST APIs, JSON, OAuth, and webhooks.
• Experience with SQL and scripting (Python/JS/shell).
• Clear written and verbal communication, with ability to explain technical concepts.

Responsibilities

• Troubleshoot issues involving REST APIs, JSON, OAuth, webhooks, DNS, TCP/IP.
• Reproduce defects using logs, API clients, and sandbox environments.
• Analyze logs and payloads to isolate root causes and drive resolutions.
• Resolve cases through ticketing platforms while meeting targets.
• Escalate bugs with clear reproduction steps and data.
• Create runbooks, knowledge-base articles, and integration guides.
• Identify recurring failures and suggest improvements to product and engineering.

Skills

REST APIs

JSON

OAuth

Webhooks

DNS

TCP/IP

SaaS support

Postman

SQL

Python/JS/Shell

Communication

Case management

Tools

Zendesk

Jira

Datadog

Splunk

Postman

Browser devtools

Job description

About The Role

The Technical Support Engineer helps customers resolve complex issues across a cloud-based technology platform, including API integrations, authentication, webhooks, networking, and data flows. The role combines structured troubleshooting with clear customer communication across tickets, chat, and technical escalations.

About The Role

The Technical Support Engineer helps customers resolve complex issues across a cloud-based technology platform, including API integrations, authentication, webhooks, networking, and data flows. The role combines structured troubleshooting with clear customer communication across tickets, chat, and technical escalations.

You will reproduce issues, inspect logs and API requests, identify configuration or product defects, and partner with engineering to drive resolution. The team relies on this role to reduce time to resolution, improve support documentation, and surface recurring product issues at scale.

Key Responsibilities

• Troubleshoot customer issues involving REST APIs, JSON, OAuth, webhooks, DNS, HTTP, and common network configurations
• Reproduce reported defects using logs, browser developer tools, API clients such as Postman, and sandbox environments
• Analyze application logs, error messages, request payloads, and system behavior to isolate root causes
• Resolve technical support cases through a ticketing platform while meeting response-time and resolution targets
• Escalate confirmed product bugs with clear reproduction steps, diagnostic evidence, severity, and customer impact
• Create and maintain runbooks, knowledge-base articles, integration guides, and internal troubleshooting documentation
• Identify recurring failure patterns and share actionable recommendations with product, engineering, and customer success

What We Are Looking For

• 3-6 years of experience in technical support, production operations, customer engineering, or a related role supporting SaaS products
• Strong understanding of HTTP, REST APIs, JSON, OAuth, webhooks, DNS, TCP/IP, and common authentication or integration failures
• Experience using tools such as Zendesk, Jira, Datadog, Splunk, Postman, browser developer tools, or comparable support and observability platforms
• Ability to read SQL queries and application logs and use basic scripting, preferably in Python, JavaScript, or shell, to investigate issues
• Clear, concise written and verbal communication with the ability to explain technical concepts to both developers and non-technical customers
• Demonstrated ability to manage multiple high-priority cases, document investigations thoroughly, and follow issues through resolution
• Bonus: Experience with Kubernetes, AWS or GCP, GraphQL, JavaScript SDKs, incident response, or B2B enterprise integrations