What are the responsibilities and job description for the Customer Support Specialist position at Evlo AI?
About The Role
The role is the first point of contact for customers using a cloud-based SaaS platform, diagnosing and resolving technical issues across APIs, integrations, and account configurations before they escalate.
This work directly shapes retention: every ticket resolved well reduces churn, and every pattern surfaced helps engineering ship fixes faster. The team is remote-first, metric-driven, and closely partnered with product and engineering.
Key Responsibilities
The role is the first point of contact for customers using a cloud-based SaaS platform, diagnosing and resolving technical issues across APIs, integrations, and account configurations before they escalate.
This work directly shapes retention: every ticket resolved well reduces churn, and every pattern surfaced helps engineering ship fixes faster. The team is remote-first, metric-driven, and closely partnered with product and engineering.
Key Responsibilities
- Resolve inbound technical inquiries across Zendesk, Intercom, and phone, owning cases from first response to confirmed resolution
- Troubleshoot issues spanning API errors, SSO/SAML configurations, webhooks, and billing — using logs, Postman, and internal admin tooling
- Reproduce bugs, write clear repro steps, and escalate to engineering with full context via Jira
- Draft and maintain knowledge-base articles, macros, and troubleshooting guides to drive ticket deflection
- Track ticket trends and recurring themes; present weekly summaries to product and engineering stakeholders
- Meet or exceed SLA targets for first-response time, resolution time, and CSAT
- Participate in a rotating on-call schedule for high-severity customer escalations
- 1-3 years of customer support experience, ideally technical support for a SaaS or software product
- Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
- Working knowledge of REST APIs, HTTP status codes, browser dev tools, and reading JSON payloads
- Hands-on experience with a ticketing system (Zendesk, Intercom, Freshdesk, or similar)
- Comfortable toggling between multiple tickets and priorities without losing accuracy
- Bachelor's degree or equivalent practical experience
- Bonus: SQL basics, experience with SSO/identity products (Okta, Azure AD), or prior on-call escalation experience