Technical Support Engineer

Evlo AI; Raleigh (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Evlo AI in Raleigh, NC seeks an experienced technical specialist to handle escalated issues for a B2B SaaS platform. You will troubleshoot at the code and infrastructure level, collaborate with engineering on fixes, and own the resolution path for high‑severity incidents.

You will diagnose API, integration, and authentication problems, write root‑cause analyses, and contribute to runbooks and customer‑facing documentation.

Qualifications

• 3–6 years in technical support or support engineering for SaaS/cloud platforms.
• Strong knowledge of HTTP, REST APIs, JSON, and debugging tools.

Responsibilities

• Own and resolve escalated technical tickets covering REST APIs, webhooks, SSO, and third‑party integrations.
• Diagnose issues using logs, SQL queries, and monitoring tools like Datadog and PagerDuty.
• Debug customer-side problems by reading code, tracing API calls, and reproducing issues in staging.

Skills

HTTP/REST

SQL

Postman

Jira

Incident management

Linux/Cloud

Root-cause analysis

Tools

Datadog

PagerDuty

Jira

Postman

curl

Browser DevTools

Job description

About The Role

The role handles escalated technical issues for a B2B SaaS platform — APIs, integrations, authentication, and data pipelines — that front-line support cannot resolve alone.

About The Role

The role handles escalated technical issues for a B2B SaaS platform — APIs, integrations, authentication, and data pipelines — that front-line support cannot resolve alone.

You will troubleshoot at the code and infrastructure level, work directly with engineering on fixes, and own the resolution path for high-severity customer incidents.

Key Responsibilities

• Own and resolve escalated technical tickets covering REST APIs, webhooks, SSO (SAML/OAuth), and third-party integrations
• Diagnose issues using logs, database queries (SQL), and tools like Datadog, PagerDuty, and Jira
• Debug customer-side problems by reading code, tracing API calls with Postman, and reproducing issues in staging environments
• Write clear root-cause analyses and *escalate* actionable bug reports with full reproduction steps to engineering
• Serve as the technical escalation point during on-call rotations for production-impacting incidents
• Build and maintain internal runbooks, troubleshooting guides, and customer-facing technical documentation
• Partner with product and engineering on recurring issue trends, influencing fixes and product improvements

What We Are Looking For

• 3-6 years of technical support, support engineering, or related experience in a SaaS or cloud environment
• Strong working knowledge of HTTP, REST APIs, JSON, and debugging tools (Postman, curl, browser dev tools)
• SQL proficiency and comfort reading application logs and stack traces
• Experience with ticketing systems (Zendesk, Salesforce Service Cloud, or similar) and incident management workflows
• Familiarity with Linux, cloud platforms (AWS, GCP, or Azure), and CI/CD basics
• Excellent written communication — able to explain complex technical root causes to both engineers and non-technical stakeholders
• Bonus: scripting experience (Python or Bash), exposure to IaC (Terraform), or experience supporting developer-facing products