Live opening · Posted 17 hours ago
Customer Support Specialist
Evlo AI · Atlanta, GA (Remote)
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At a glance
The key details from the original listing.
CompanyEvlo AI
LocationAtlanta, GA (Remote)
Work modeYes
SkillsCustomer Support
Source
Linkedin
ListedPosted 17 hours ago
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About the role
Description supplied by the original job listing.
About The Role
The role sits at the intersection of customer empathy and technical depth, resolving issues across a B2B SaaS platform used daily by thousands of teams. Support specialists own the first line of defense: diagnosing API errors, troubleshooting integrations, and guiding customers through product workflows.
This matters because support quality directly drives retention and expansion. Every resolved ticket feeds insight back to product and engineering, and specialists are trusted to flag systemic issues before they become churn.
Key Responsibilities
Resolve inbound tickets across Zendesk, Slack Connect, and email, owning issues from first response to confirmed resolution
Troubleshoot technical issues including API errors, webhook failures, authentication problems (OAuth, SSO/SAML), and third-party integration bugs
Reproduce and document bugs with logs, HAR files, and clear repro steps, then file well-structured reports to engineering via Jira
Guide customers through product configuration, data migrations, and billing questions with clear, jargon-free documentation
Maintain and improve help-center articles and internal macros to deflect repeat tickets
Track ticket trends and escalation patterns, presenting recurring themes to product and engineering in weekly syncs
Meet and sustain targets for first-response time, resolution time, and CSAT (90%+)
What We Are Looking For
1-3 years of customer support or technical support experience, ideally at a SaaS or technology company
Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
Working knowledge of APIs, HTTP status codes, browser dev tools, and reading request/response payloads
Hands-on experience with a help desk platform (Zendesk, Intercom, or similar) and comfort with ticket triage and SLAs
Ability to work independently in a remote environment and stay organized under high volume
Bachelor's degree or equivalent practical experience
Bonus: SQL or scripting experience, familiarity with Salesforce or postmortem writing, experience supporting developer-facing products
Work arrangement
Yes
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