Technical Support Engineer

Evlo AI; San Diego (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Evlo AI in San Diego is seeking an experienced technical escalations engineer to own complex issues across a cloud-based SaaS platform, including APIs, webhooks, and integrations. You will bridge customers and engineering, driving problems to resolution and documenting root causes.

The role requires 3–6 years in technical support or related hands-on roles, strong debugging, and cloud/infrastructure familiarity. You will mentor Tier 1 specialists and help improve triage tooling and automation.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Proficient in reading logs, traces, HTTP requests/responses and code-level error output.
• Experience with REST APIs, webhooks, JSON, curl and scripting in Python or Bash.
• Familiarity with cloud infrastructure (AWS, GCP, or Azure) and observability tools.
• Clear written communication capable of explaining complex issues to engineers and non-technical stakeholders.

Responsibilities

• Own and resolve advanced technical escalations involving REST APIs, SDKs, authentication (OAuth, SAML), and integration failures.
• Diagnose issues using logs, SQL queries, and network analysis; reproduce bugs and file detailed engineering tickets.
• Serve as technical POC for enterprise accounts during incidents, coordinating with engineering on status updates and summaries.
• Write and maintain runbooks, debugging guides, and internal knowledge articles to raise the bar for the support team.
• Partner with product and engineering on recurring issues, contributing customer context to prioritization and root-cause analysis.
• Improve tooling and automation for triage, monitoring, and self-service diagnostics.
• Meet SLA, escalation-quality, and customer-satisfaction targets while mentoring Tier 1 specialists.

Skills

REST APIs

Scripting

Debugging

Communication

SaaS familiarity

Education

Bachelor's degree in Computer Science

Tools

Datadog

Splunk

Postman

AWS

Job description

About The Role

The role handles escalations that go beyond standard support, debugging complex technical issues in a cloud-based SaaS platform spanning APIs, webhooks, integrations, and infrastructure. You will be the technical bridge between customers and engineering, owning problems end-to-end until resolution.

This work matters because enterprise customers depend on the platform for business-critical workflows. Every root cause you uncover, reproduction case you document, and fix you drive makes the product measurably more reliable for thousands of customers.

Key Responsibilities

• Own and resolve advanced technical escalations involving REST APIs, SDKs, authentication (OAuth, SAML), and integration failures
• Diagnose issues using logs (Splunk/Datadog), SQL queries, and network analysis; reproduce bugs and file detailed, actionable engineering tickets
• Serve as technical point of contact for enterprise accounts during incidents, coordinating with engineering on status updates and post-incident summaries
• Write and maintain runbooks, debugging guides, and internal knowledge-base articles to raise the bar for the broader support team
• Partner with product and engineering on recurring issues, contributing customer context to prioritization and root-cause analysis
• Improve tooling and automation for triage, monitoring, and self-service diagnostics
• Meet SLA, escalation-quality, and customer-satisfaction targets while mentoring Tier 1 specialists

What We Are Looking For

• 3-6 years in technical support, support engineering, or a related hands‑on technical role (SaaS preferred)
• Strong debugging skills: comfortable reading logs, traces, HTTP requests/responses, and code-level error output
• Working knowledge of REST APIs, webhooks, JSON, curl/Postman, and scripting in Python or Bash
• Familiarity with cloud infrastructure (AWS, GCP, or Azure), Linux fundamentals, and observability tools like Datadog or Splunk
• Clear, concise written communication — able to explain complex technical issues to both engineers and non-technical stakeholders
• Bachelor's degree in Computer Science or equivalent practical experience
• Bonus: SQL proficiency, experience with CI/CD pipelines, Kubernetes troubleshooting, or technical writing samples