Technical Support Engineer

Evlo AI; New York (NY); On-site; USD 95,000 - 135,000; Full time

Job summary

Evlo AI in New York is seeking a technical support engineer to own escalated tickets end-to-end, debug production-scale issues across APIs, distributed systems, and integrations, and serve as the technical voice of the customer to product and engineering teams.

You will reproduce issues in sandbox, write precise bug reports, maintain runbooks and internal docs, and analyze trends with Datadog and SQL to drive upstream fixes. Strong communication and a CS-related degree are required.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 3-6 years in technical support, support engineering, or systems administration roles for developer-facing or B2B SaaS products.
• Experience with ticketing systems (Zendesk, Salesforce, Jira Service Management) and observability platforms (Datadog, Splunk).
• Proficiency in at least one scripting or programming language (Python, Bash) for automating diagnostics.

Responsibilities

• Own escalated technical tickets end-to-end, from triage to resolution.
• Debug issues across REST APIs, webhooks, authentication flows, and third-party integrations.
• Reproduce customer issues in sandbox, write detailed bug reports, and escalate with clear impact context to engineering.
• Author and maintain runbooks, knowledge base articles, and external documentation.
• Analyze support trends using tools like Jira, Datadog, and SQL to identify systemic issues and drive upstream fixes.
• Partner with product and engineering on launch readiness and edge cases.
• Meet and improve SLA, resolution-time, and CSAT targets while managing a queue of complex cases.

Skills

HTTP & REST

Scripting: Python

Debugging tools

Technical communication

Education

Bachelor's in CS or related

Tools

Ticketing systems

Datadog / Splunk

Job description

About The Role

The role sits at the intersection of customer trust and engineering, owning the resolution of complex technical issues for a large, demanding customer base in a cloud-based platform environment.

You will debug production-scale problems spanning APIs, distributed systems, and integrations, and act as the technical voice of the customer to product and engineering teams.

Key Responsibilities

• Own escalated technical tickets end-to-end, from initial triage through root-cause analysis and resolution
• Debug issues across REST APIs, webhooks, authentication flows (OAuth, SSO/SAML), and third-party integrations using logs, traces, and network captures
• Reproduce customer issues in sandbox environments, write detailed bug reports, and escrow with clear impact and priority context to engineering
• Author and maintain runbooks, internal knowledge base articles, and external documentation to reduce repeat tickets
• Analyze support trends using tools like Jira, Datadog, and SQL-based queries to identify systemic issues and drive fixes upstream
• Partner with product and engineering on launch readiness, reviewing new features for supportability and edge cases
• Meet and improve SLA, resolution-time, and CSAT targets while managing a queue of technically complex cases

What We Are Looking For

• 3-6 years in technical support, support engineering, or systems administration roles supporting developer-facing or B2B SaaS products
• Strong working knowledge of HTTP, DNS, TLS, REST APIs, and debugging tools (curl, Postman, browser dev tools, tcpdump)
• Experience with ticketing systems (Zendesk, Salesforce, Jira Service Management) and observability platforms (Datadog, Splunk, or similar)
• Proficiency in at least one scripting or programming language (Python, Bash, or similar) for automating diagnostics
• Ability to translate technical detail into clear communication for both engineers and non-technical stakeholders
• Bachelor's degree in Computer Science or related field, or equivalent practical experience
• Bonus: experience with Kubernetes, cloud platforms (AWS/GCP/Azure), CI/CD pipelines, or on-call incident response