Live opening · Posted 3 days ago
Technical Support Engineer
Evlo AI · Seattle, WA (Remote)
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At a glance
The key details from the original listing.
CompanyEvlo AI
LocationSeattle, WA (Remote)
Work modeYes
Source
Linkedin
Listed3 days ago
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About the role
Description supplied by the original job listing.
About The Role
The Technical Support Engineer helps customers deploy, integrate, and operate a cloud-based SaaS platform, troubleshooting API behavior, authentication, webhooks, data pipelines, and production incidents.
The role combines hands-on debugging with clear customer communication. It partners with engineering and product to isolate defects, improve documentation, and turn recurring support issues into scalable solutions.
Key Responsibilities
Diagnose complex customer issues using application logs, API traces, SQL queries, browser developer tools, and observability platforms such as Datadog or Grafana
Troubleshoot REST APIs, OAuth, SSO/SAML, webhooks, network requests, and third-party integrations across customer environments
Manage technical cases from intake through resolution in tools such as Zendesk, Salesforce, or Jira, maintaining clear timelines and actionable updates
Reproduce customer-reported defects in sandbox environments and provide engineering with concise steps, logs, payloads, and impact analysis
Support incident response by assessing severity, coordinating escalations, and communicating status during customer-facing production issues
Create runbooks, troubleshooting guides, and knowledge-base articles that reduce repeat cases and improve time to resolution
Identify recurring failure patterns and share product, reliability, and tooling recommendations using case trends and support data
What We Are Looking For
3-6 years of experience in technical support, solutions engineering, site reliability, system administration, or a related customer-facing technical role
Strong working knowledge of HTTP, REST APIs, JSON, webhooks, DNS, TLS, authentication, and common SaaS integration patterns
Proficiency with SQL and at least one scripting language such as Python, JavaScript, or Bash for investigation and automation
Experience debugging distributed cloud applications using logs, metrics, traces, and tools such as Datadog, Grafana, Splunk, or similar
Comfort working with ticketing, incident-management, and collaboration tools such as Zendesk, Jira, PagerDuty, and Slack
Bachelor’s degree in computer science, information systems, engineering, or a related field; equivalent practical experience accepted
Bonus: Experience with AWS or GCP, Kubernetes, SAML/OIDC identity providers, customer-facing incident management, or developer-platform support
Work arrangement
Yes
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