Technical Support Engineer

Evlo AI; Phoenix (AZ); On-site; USD 85,000 - 125,000; Full time

Job summary

Evlo AI in the United States is seeking a Technical Support Engineer to be the escalation point for customers using a cloud‑based platform and its APIs. You will troubleshoot across REST APIs, webhooks, SQL, logs, and common cloud patterns, and you will provide clear, reproducible findings to engineering.

You will resolve complex issues at scale, write customer‑facing explanations, contribute to runbooks, and collaborate with product, SRE, and engineering teams to reduce repeat incidents.

Qualifications

• 3–8 years in technical support or related roles.
• Strong troubleshooting across HTTP, DNS, TCP/IP, REST APIs, JSON, webhooks, OAuth, and SAML.
• Proficient with SQL, logs, and browser developer tools; scripting in Python/JavaScript/Bash.
• Experience with SaaS products and cloud environments at scale.
• Ability to translate complex findings into clear customer communications and engineering escalations.
• Bachelor’s degree in CS/IS/Engineering or equivalent.

Responsibilities

• Investigate escalated customer issues using logs, API requests, browser tools, SQL, and diagnostics.
• Troubleshoot REST APIs, webhooks, OAuth, SSO/SAML, role‑based access, data imports, and third‑party integrations.
• Reproduce defects in test environments, isolate root causes, and submit actionable bug reports with steps, impact, and supporting evidence.
• Manage technical cases in Zendesk, Salesforce, Jira, or similar systems while meeting response‑time and resolution targets.
• Write clear customer‑facing explanations, workaround guidance, and technical documentation for recurring issues.
• Monitor support trends and partner with engineering, product, and site reliability teams to reduce repeat incidents.
• Contribute to runbooks, knowledge‑base articles, support tooling, and process improvements that increase resolution speed.

Skills

Troubleshooting

REST APIs

Webhooks

OAuth/SAML

SQL

Scripting (Python/JS/Bash)

SaaS support

Customer communication

Education

Bachelor’s degree in Computer Science / Information Systems / Engineering

Tools

Zendesk

Salesforce

Jira

Job description

About The Role

The Technical Support Engineer is the escalation point for customers using a cloud‑based software platform and its APIs, integrations, authentication, and data workflows. The role combines customer communication with hands‑on troubleshooting across application behavior, REST APIs, webhooks, SQL queries, logs, and common cloud infrastructure patterns. You will resolve complex technical issues at scale, identify product defects and configuration gaps, and give engineering clear, reproducible findings. The role matters because fast, accurate technical support protects customer productivity and turns recurring incidents into product and documentation improvements.

About The Role

The Technical Support Engineer is the escalation point for customers using a cloud‑based software platform and its APIs, integrations, authentication, and data workflows. The role combines customer communication with hands‑on troubleshooting across application behavior, REST APIs, webhooks, SQL queries, logs, and common cloud infrastructure patterns. You will resolve complex technical issues at scale, identify product defects and configuration gaps, and give engineering clear, reproducible findings. The role matters because fast, accurate technical support protects customer productivity and turns recurring incidents into product and documentation improvements.

Key Responsibilities

• Investigate escalated customer issues using logs, API requests, browser developer tools, SQL queries, and application diagnostics


• Troubleshoot REST APIs, webhooks, OAuth, SSO/SAML, role‑based access, data imports, and third‑party integrations


• Reproduce defects in test environments, isolate root causes, and submit actionable bug reports with steps, impact, and supporting evidence


• Manage technical cases in Zendesk, Salesforce, Jira, or similar systems while meeting response‑time and resolution targets


• Write clear customer‑facing explanations, workaround guidance, and technical documentation for recurring issues


• Monitor support trends and partner with engineering, product, and site reliability teams to reduce repeat incidents


• Contribute to runbooks, knowledge‑base articles, support tooling, and process improvements that increase resolution speed

What We Are Looking For

• 3-8 years of experience in technical support, software support engineering, site reliability, systems administration, or a related customer‑facing technical role


• Strong troubleshooting skills across HTTP, DNS, TCP/IP fundamentals, REST APIs, JSON, webhooks, and authentication protocols such as OAuth and SAML


• Working proficiency with SQL, log analysis, browser developer tools, and at least one scripting language such as Python, JavaScript, or Bash


• Experience supporting SaaS products, cloud environments, integrations, and enterprise customers in a high‑volume environment


• Ability to translate complex technical findings into concise, empathetic customer communication and well‑structured engineering escalations


• Bachelor’s degree in computer science, information systems, engineering, or a related field; equivalent practical experience accepted


• Bonus: Experience with AWS or GCP, Kubernetes, observability tools, identity providers, CRM or ticketing platforms, and incident‑management practices