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 fluent, customer-focused professional to serve as the backbone of our support organization. You will own escalated issues requiring deep debugging across APIs, authentication, data pipelines, and infra-adjacent problems, collaborating with engineering to reproduce, root-cause, and fix them.

You will turn ambiguous technical reports into actionable reproductions, contribute to runbooks, and participate in incident reviews.

Qualifications

• 3-5 years in a technical support or solutions engineering role at a SaaS or infra company.
• Strong debugging skills with API responses, JSON, logs, and HTTP traffic.
• Working knowledge of SQL, Python or scripting, and modern web architecture (REST, OAuth, DNS, TLS).
• Experience with ticketing platforms and incident workflows.
• Excellent written communication to explain complex issues to engineers and non-technical stakeholders.
• BS in Computer Science or equivalent practical experience.

Responsibilities

• Own and resolve escalated technical tickets covering REST APIs, webhooks, SDKs, SSO, and data integrations
• Reproduce bugs, capture logs and network traces, and write clear reproductions for engineering
• Author and maintain technical documentation, runbooks, and internal knowledge-base articles
• Collaborate with engineering to prioritize fixes and communicate timelines to affected customers
• Analyze ticket trends to identify systemic issues and drive product improvements
• Support high-touch enterprise accounts during onboarding, migrations, and incident response
• Contribute to escalation on-call rotation and participate in incident reviews and postmortems

Skills

Technical support

Solutions engineering

SQL

Python

REST API

Education

BS in Computer Science

Tools

Zendesk

Jira Service Management

Postman

Job description

About The Role

The role is the technical backbone of the support organization, owning escalated issues that require real debugging — API errors, authentication failures, data pipeline hiccups, and infrastructure-adjacent problems that front-line support can't resolve alone.

You will work at the intersection of customers and engineering, turning ambiguous technical reports into reproductions, root causes, and fixes. The work directly shapes product reliability: every escalation resolved well reduces future tickets and keeps enterprise customers renewing.

Key Responsibilities

• Own and resolve escalated technical tickets covering REST APIs, webhooks, SDKs, SSO, and data integrations
• Reproduce bugs, capture logs and network traces (Charles, Postman, browser dev tools), and write clear reproductions for engineering
• Author and maintain technical documentation, runbooks, and internal knowledge-base articles
• Collaborate directly with engineering to prioritize fixes and communicate timelines to affected customers
• Analyze ticket trends to identify systemic issues and drive product improvements before they become outages
• Support high-touch enterprise accounts during onboarding, migrations, and incident response
• Contribute to escalation on-call rotation and participate in incident reviews and postmortems

What We Are Looking For

• 3-5 years of technical support, solutions engineering, or similar customer-facing technical role at a SaaS or infrastructure company
• Strong debugging skills: comfortable reading API responses, JSON, logs, and HTTP traffic without needing an engineer
• Working knowledge of SQL, Python or similar scripting, and modern web architecture (REST, OAuth, DNS, TLS)
• Experience with ticketing platforms (Zendesk, Jira Service Management, or similar) and incident workflows
• Excellent written communication — able to explain complex technical issues clearly to both engineers and non-technical stakeholders
• BS in Computer Science or equivalent practical experience