Technical Support Engineer

Evlo AI; Washington (District of Columbia); On-site; USD 95,000 - 130,000; Full time

Job summary

Evlo AI is seeking a technically skilled Support Engineer to serve as the backbone of the customer support organization. You will own escalations beyond triage, debugging API integrations, diagnosing infrastructure issues, and reproducing complex defects across Linux, SQL, and cloud-hosted environments.

You will work with engineering and product teams to turn escalations into fixes and minimize repeat tickets.

Qualifications

• 3–6 years of technical support, systems administration, or support engineering in SaaS or infra
• Hands-on Linux, SQL, and reading/debugging API requests/responses
• Experience with monitoring/observability tools and ticketing systems
• Solid scripting ability in Bash or Python for automating diagnostics
• Clear written communication—explain complex issues to engineers and non-technical stakeholders
• Comfortable owning high-stakes customer conversations during incidents
• Bonus: Kubernetes or networking fundamentals or dev background

Responsibilities

• Own technical escalations end-to-end from diagnosis to resolution
• Debug issues across Linux, REST APIs, SQL databases, and cloud infra (AWS/GCP)
• Reproduce defects, write clear bug reports, and drive fixes with engineering
• Respond to Priority 1 incidents and coordinate cross-team outages
• Contribute to runbooks, knowledge bases, and troubleshooting guides
• Analyze ticket trends to identify systemic issues and propose improvements
• Participate in rotating on-call schedule for after-hours support

Skills

Linux

SQL

API debugging

Scripting: Bash/Python

Troubleshooting & triage

Written communication

On-call incident management

Tools

Datadog

Splunk

Zendesk

Salesforce

Jira Service Management

Kubernetes

Job description

About The Role

The role is the technical backbone of the customer support organization, owning escalations that go beyond first-line triage — debugging API integrations, diagnosing infrastructure and networking issues, and reproducing complex defects across Linux, SQL, and cloud-hosted environments.

About The Role

The role is the technical backbone of the customer support organization, owning escalations that go beyond first-line triage — debugging API integrations, diagnosing infrastructure and networking issues, and reproducing complex defects across Linux, SQL, and cloud-hosted environments.
This role matters because enterprise customers measure the company by how fast hard problems get solved. The engineer works directly with engineering and product teams to turn escalations into fixes, reduce repeat tickets, and keep customers running at scale.

Key Responsibilities

• Own technical escalations end-to-end, from initial diagnosis through resolution and customer follow-up


• Debug issues across Linux environments, REST APIs, databases (SQL), and cloud infrastructure (AWS or GCP) using logs, metrics, and trace tooling


• Reproduce reported defects, write clear bug reports with diagnostics, and partner with engineering to drive fixes to closure


• Respond to and resolve Priority 1 incidents, coordinating cross-team communication during outages


• Contribute to internal runbooks, knowledge base articles, and troubleshooting guides that raise the whole team's technical bar


• Analyze ticket trends to identify systemic issues and propose product or process improvements


• Participate in a rotating on-call schedule for after-hours critical support

What We Are Looking For

• 3-6 years of technical support, systems administration, or support engineering experience in a SaaS or infrastructure environment


• Strong hands‑on proficiency with Linux, SQL, and reading/debugging API requests and responses (Postman, curl, etc.)


• Experience with monitoring and observability tools (Datadog, Splunk, or similar) and ticketing systems (Zendesk, Salesforce, or Jira Service Management)


• Solid scripting ability in Bash, Python, or similar for automating diagnostics


• Clear written communication — able to explain complex technical issues to both engineers and non‑technical stakeholders


• Comfortable owning high‑stakes customer conversations during incidents without hand‑holding


• Bonus: experience with Kubernetes, networking fundamentals (DNS, TLS, load balancing), or a background in software development