What are the responsibilities and job description for the Customer Support Specialist position at Evlo AI?
About The Role
The role is the front line of technical support for a cloud-based SaaS platform, diagnosing and resolving customer issues across APIs, integrations, and web applications in a high-volume environment.
This work directly shapes retention and product quality: every resolved ticket and escalated bug report feeds back to engineering and product, making the role a critical bridge between customers and the teams building the platform.
Key Responsibilities
The role is the front line of technical support for a cloud-based SaaS platform, diagnosing and resolving customer issues across APIs, integrations, and web applications in a high-volume environment.
This work directly shapes retention and product quality: every resolved ticket and escalated bug report feeds back to engineering and product, making the role a critical bridge between customers and the teams building the platform.
Key Responsibilities
- Resolve technical inquiries across email, chat, and phone, covering account configuration, API errors, data sync failures, and billing questions
- Troubleshoot issues using logs, API debuggers, and browser dev tools; document reproduction steps before escalating to engineering
- Own tickets end-to-end in Zendesk, meeting response-time, first-contact resolution, and CSAT targets
- Write and maintain help-center articles, internal runbooks, and macros to reduce ticket volume and improve deflection
- Identify recurring issues and deliver weekly trend reports to product and engineering with prioritized customer impact data
- Participate in a rotating on-call schedule for elevated support during product launches and incidents
- Onboard enterprise accounts during migration and rollout windows alongside the customer success team
- 2 years in technical support, customer support, or help-desk roles, ideally supporting SaaS or developer-facing products
- Working knowledge of REST APIs, HTTP status codes, and tools like Postman for debugging integration issues
- Hands-on experience with ticketing systems (Zendesk, Intercom, or Salesforce Service Cloud)
- Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
- Comfortable reading logs, JSON payloads, and basic SQL queries to isolate root causes
- Bachelor's degree in a technical field or equivalent practical experience
- Bonus: experience with SQL, Python scripting for ticket automation, or familiarity with SSO, webhooks, and OAuth flows