Technical Support Engineer

Evlo AI; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a technically strong Customer Support Engineer to act as the backbone for escalated issues in our cloud-based SaaS platform. You will work closely with engineering to diagnose root causes, unblock enterprise customers, and translate recurring pain points into product improvements.

Responsibilities include handling end-to-end escalated tickets, debugging APIs and authentication flows, and contributing to runbooks and knowledge bases.

Qualifications

• 3–6 years of technical support, solutions engineering, or similar customer-facing technical experience.
• Strong troubleshooting across APIs (REST, Postman, curl), webhooks, DNS/SSL basics, and logs.
• SQL querying to investigate data discrepancies and issues.
• Experience with observability tools (Zendesk, Jira, Datadog, Sentry) and clear written communication.
• Bachelor’s degree in CS/Engineering or equivalent practical experience.

Responsibilities

• Own escalated technical tickets end-to-end across email, Slack, and screen shares.
• Debug REST APIs, webhooks, OAuth/SAML SSO, and data sync jobs using logs and SQL.
• Reproduce and document bugs with steps, logs, and hypotheses; escalate with actionable write-ups.
• Build internal runbooks, debugging guides, and knowledge-base articles.
• Analyze ticket trends and report findings to product and engineering leadership.
• Participate in on-call rotation for severity-1 incidents.
• Provide technical onboarding support during enterprise implementations.

Skills

API troubleshooting

SQL queries

Problem diagnosis

Technical communication

On-call support

Education

Bachelor's degree in CS/Engineering

Tools

Zendesk

Jira

Datadog

Sentry

Job description

About The Role

The role is the technical backbone of customer support, tackling escalated issues that go beyond tier-1 scripts — API errors, integration failures, performance degradation, and edge cases in a cloud-based SaaS platform serving thousands of customers.

About The Role

The role is the technical backbone of customer support, tackling escalated issues that go beyond tier-1 scripts — API errors, integration failures, performance degradation, and edge cases in a cloud-based SaaS platform serving thousands of customers.

You will work directly with engineering to diagnose root causes, unblock enterprise customers, and turn recurring pain points into product improvements. The output of this role is measured in faster resolutions, fewer repeat tickets, and happier technically-savvy customers.

Key Responsibilities

• Own escalated technical tickets end-to-end, from initial reproduction through resolution, across email, Slack-based support channels, and scheduled screen shares
• Debug issues spanning REST APIs, webhooks, authentication flows (OAuth, SAML SSO), and data sync jobs using logs, tracing tools, and SQL queries
• Reproduce and document bugs with detailed steps, logs, and hypotheses; escalation to engineering with clean, actionable write-ups in Jira
• Build and maintain internal runbooks, debugging guides, and knowledge-base articles to level up the broader support team
• Analyze ticket trends to identify systemic product issues and present findings to product and engineering leadership
• Participate in an on-call rotation for severity-1 incidents, coordinating customer communication during outages and degraded performance events
• Provide technical onboarding support for enterprise customers during implementation and integration phases

What We Are Looking For

• 3-6 years of technical support, solutions engineering, or similar customer-facing technical experience, ideally at a SaaS or infrastructure company
• Strong troubleshooting skills across APIs (REST, Postman, curl), webhooks, DNS/SSL basics, and reading application logs
• Working knowledge of SQL and comfort querying databases to investigate data discrepancies
• Experience with support and observability tooling (Zendesk or similar, Jira, Datadog, Sentry, or comparable)
• Excellent written communication — able to explain technical root causes clearly to both engineers and non-technical stakeholders
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• Bonus: scripting ability (Python, Bash) for automation of diagnostics, or experience with SSO/SAML, billing systems, or CI/CD-adjacent tooling