Technical Support Engineer

Evlo AI; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Evlo AI in New York seeks a skilled technical support professional toOwn and resolve complex tickets across REST APIs, SDKs, and cloud-native services. You’ll debug live systems, reproduce issues in staging, and translate findings into actionable fixes and documentation.

The role combines support and engineering, with emphasis on technical depth, clear communication, and customer trust. Proactive tooling improvements and incident handling will be part of your responsibilities.

Qualifications

• Bachelor's degree in CS, Engineering, or equivalent practical experience.
• 3–6 years of technical support, solutions engineering, or SRE-adjacent experience.
• Strong debugging skills: terminal, stack traces, HTTP traffic, and SQL queries.
• Experience with cloud infrastructure (AWS, GCP, or Azure) and containers.
• Excellent written communication for engineers and executives.
• Bonus: observability tools, on-call rotation, or OSS contributions.

Responsibilities

• Own and resolve technically complex tickets involving REST APIs, webhooks, authentication, and SDK behavior across languages.
• Reproduce issues in staging using logs, traces, and packet-level debugging.
• Read and analyze code in Python, Go, or JavaScript to diagnose root causes.
• Escalate bugs with reproduction steps, environment details, and business impact.
• Author and maintain technical documentation, runbooks, and API guides.
• Monitor service health during incidents and communicate with affected accounts.
• Contribute to internal tooling and automation to reduce ticket volume.

Skills

API debugging

Cloud platforms

Linux

SQL

Documentation

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Datadog

Splunk

Docker

Kubernetes

Job description

About The Role

The role owns complex technical escalations from customers running production workloads on a cloud-native platform. Support engineers debug live systems spanning APIs, SDKs, infrastructure, and third-party integrations — often under pressure, with revenue on the line. This position sits at the intersection of support and engineering: every ticket resolved improves the product, because findings flow directly into bug reports, documentation, and tooling. The team is measured on resolution quality, technical depth, and customer trust, not ticket count.

Key Responsibilities

• Own and resolve technically complex tickets involving REST APIs, webhooks, authentication (OAuth, SSO/SAML), and SDK behavior across multiple languages
• Reproduce customer issues in staging environments using logs (Datadog, Splunk), traces, and packet-level debugging before escalating to engineering
• Read and analyze code in Python, Go, or JavaScript to diagnose root causes and provide customers with precise workarounds
• Escalate bugs to engineering with complete reproduction steps, environment details, and business-impact context — then drive them to resolution
• Author and maintain technical documentation, knowledge-base articles, runbooks, and public API guides
• Monitor customer-facing service health during incidents and communicate clearly with affected accounts during incident response
• Contribute to internal tooling and automation that reduces ticket volume and improves diagnostic speed

What We Are Looking For

• 3-6 years of technical support, solutions engineering, or SRE-adjacent experience at a SaaS or infrastructure company
• Strong hands-on debugging skills: comfortable in the terminal, reading stack traces, inspecting HTTP traffic, and querying databases (SQL)
• Working knowledge of cloud infrastructure (AWS, GCP, or Azure), containers (Docker/Kubernetes), and Linux systems
• Programming or scripting ability in Python, Go, or JavaScript sufficient to write test scripts and parse logs
• Excellent written communication — able to explain complex technical root causes to both engineers and executives
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• Bonus: experience with observability platforms (Datadog, Honeycomb), prior on-call rotation experience, or contributions to open-source projects