Technical Support Engineer

Evlo AI; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

Evlo AI is seeking a technically adept Customer Success Engineer to own escalations at the intersection of support and engineering. You will diagnose and resolve API failures, integration issues, and edge-case defects, collaborating with engineering to ship fixes and improve product design.

You will read and write code (Python/JS/Bash) to reproduce bugs, build diagnostics, and validate fixes before release, while contributing to runbooks and incident documentation.

Qualifications

• 3–6 years in technical support or SRE role.
• Strong knowledge of HTTP, REST APIs, JSON, DNS, TLS.
• Experience with observability tools and ticketing systems.
• Ability to translate complex concepts to non-technical customers.

Responsibilities

• Own escalated technical tickets end-to-end, from triage to resolution.
• Debug issues across REST APIs, webhooks, SDKs, and cloud infrastructure.
• Read and write code (Python, JavaScript, or Bash) to reproduce bugs and validate fixes.
• Partner with software engineers on escalated defects, with detailed bug reports.
• Author and maintain runbooks, troubleshooting guides, and internal docs.
• Analyze ticket trends and present product recommendations to engineering/PM.
• Participate in weekly on-call rotation for high-severity incidents and customer communication.

Skills

Technical support

SRE

API debugging

Observability

Python scripting

Cloud platforms

Technical communication

On-call rotation

Tools

Datadog

Splunk

Zendesk

Jira

Salesforce

Kubernetes

Docker

Job description

About The Role

The role sits at the intersection of customer success and engineering, owning the resolution of technically complex escalations — API failures, integration bugs, infrastructure performance issues, and edge-case product defects.

The role matters because retention depends on it: every escalated ticket is either a churn risk or an opportunity to deepen trust. The team works directly with engineering to turn raw customer pain into shipped fixes and better product design.

Key Responsibilities

• Own escalated technical tickets end-to-end, from initial triage through root-cause diagnosis and confirmed resolution
• Debug customer issues across REST APIs, webhooks, SDKs, and distributed cloud infrastructure using logs, traces, and reproducible test cases
• Read and write code (Python, JavaScript, or Bash) to reproduce bugs, build diagnostic tooling, and validate fixes before they ship
• Partner directly with software engineers on escalated defects, writing detailed bug reports with reproduction steps and expected vs. actual behavior
• Author and maintain runbooks, troubleshooting guides, and internal knowledge-base documentation
• Analyze ticket trends and recurring failure patterns; present findings and product recommendations to engineering and product leadership
• Participate in a weekly on-call rotation for high‑severity incident response and customer communication

What We Are Looking For

• 3-6 years in technical support, support engineering, SRE, or a similar customer‑facing technical role
• Strong working knowledge of HTTP, REST APIs, JSON, DNS, TLS, and how modern web applications fail in production
• Hands‑on experience with observability and logging tools (Datadog, Splunk, or similar) and ticketing systems (Zendesk, Jira, Salesforce)
• Proficiency in at least one scripting language (Python preferred) for automation and diagnostics
• Experience with SQL and cloud platforms (AWS, GCP, or Azure)
• Track record of translating complex technical concepts into clear, empathetic communication with non‑technical customers
• Bonus: experience with Kubernetes, Docker, or CI/CD pipelines; prior work in a startup or high‑growth environment; contributions to technical documentation or public developer communities