Technical Support Engineer

Evlo AI; San Francisco (CA); On-site; USD 100,000 - 180,000; Full time

Job summary

Evlo AI in San Francisco seeks an engineering-adjacent technical support specialist to own escalated issues across a cloud-native platform. You will debug API integrations, analyze logs, and coordinate with engineering to resolve incidents.

This role protects revenue by timely issue resolution, participates in runbooks, and rotates on-call for after-hours P1 incidents, communicating clearly with both engineers and executives.

Qualifications

• 3-6 years in technical support, SRE, or engineering-adjacent roles supporting production systems.
• Strong SQL and ability to interpret logs, stack traces, and API responses.
• Experience with REST APIs, HTTP, DNS, TLS, and Linux troubleshooting.
• Familiar with ticketing and monitoring tools such as Zendesk, Jira, ServiceNow, Datadog, and PagerDuty.
• Excellent written communication with engineers and non-technical customers.
• BS in Computer Science or equivalent experience.
• Bonus: scripting in Python or Bash, or incident command experience.

Responsibilities

• Resolve escalated technical tickets involving APIs, webhooks, databases, and cloud infrastructure within SLA targets
• Debug issues end-to-end: read application logs, run SQL queries, trace API requests with Postman and Charles Proxy
• Reproduce bugs, write detailed escalations with repro steps and impact analysis, and drive resolution with engineering
• Own high-visibility enterprise accounts during incidents, providing clear status updates to technical and executive stakeholders
• Contribute to internal runbooks, knowledge base articles, and escalation documentation
• Analyze ticket trends to identify systemic product issues and advocate fixes with data
• Rotate on-call for after-hours P1 incident response

Skills

SQL

Log interpretation

REST APIs

Incidents management

Clear communication

Education

BS in Computer Science or equivalent

Tools

Zendesk

Jira

ServiceNow

Datadog

PagerDuty

Postman

Charles Proxy

Kubernetes

AWS

Job description

About The Role

The role owns complex, escalated technical issues for enterprise customers — debugging API integrations, database performance, and deployment failures across a cloud-native platform.

About The Role

The role owns complex, escalated technical issues for enterprise customers — debugging API integrations, database performance, and deployment failures across a cloud-native platform.

This seat matters: every resolved ticket protects revenue and every recurring issue routed to engineering makes the product better at scale.

Key Responsibilities

• Resolve escalated technical tickets involving APIs, webhooks, databases, and cloud infrastructure within SLA targets
• Debug issues end-to-end: read application logs, run SQL queries, trace API requests with Postman and Charles Proxy
• Reproduce bugs, write detailed escalations with repro steps and impact analysis, and drive resolution with engineering
• Own high-visibility enterprise accounts during incidents, providing clear status updates to technical and executive stakeholders
• Contribute to internal runbooks, knowledge base articles, and escalation documentation
• Analyze ticket trends to identify systemic product issues and advocate fixes with data
• Rotate on-call for after-hours P1 incident response

What We Are Looking For

• 3-6 years in technical support, SRE, or engineering-adjacent roles supporting production systems
• Strong SQL and ability to interpret application logs, stack traces, and API responses
• Working knowledge of REST APIs, HTTP, DNS, TLS, and Linux troubleshooting
• Experience with ticketing systems (Zendesk, Jira, ServiceNow) and monitoring tools (Datadog, PagerDuty)
• Clear, calm written communication with both engineers and non-technical customers
• BS in Computer Science or equivalent practical experience
• Bonus: scripting in Python or Bash, experience with Kubernetes/AWS, or prior customer-facing incident command experience