What are the responsibilities and job description for the Technical Support Engineer position at Evlo AI?
About The Role
The role acts as the technical escalation point for complex customer issues, bridging the gap between end users and the engineering team.
The Technical Support Engineer troubleshoots distributed systems, analyzes logs, and reproduces bugs to maintain high reliability and uptime for enterprise clients.
Key Responsibilities
The role acts as the technical escalation point for complex customer issues, bridging the gap between end users and the engineering team.
The Technical Support Engineer troubleshoots distributed systems, analyzes logs, and reproduces bugs to maintain high reliability and uptime for enterprise clients.
Key Responsibilities
- Troubleshoot complex technical issues across cloud infrastructure, APIs, and web applications
- Analyze server logs, network traces, and stack traces to isolate the root cause of reported bugs
- Reproduce customer scenarios in staging environments and document steps for the engineering team
- Communicate technical solutions clearly to both technical stakeholders and non-technical customers
- Build internal tooling, diagnostic scripts, and knowledge-base articles to scale support operations
- Partner with product and engineering to prioritize bug fixes based on customer impact and frequency
- 3-5 years of technical support or software engineering experience in a SaaS environment
- Strong proficiency with SQL, Linux command line, and API debugging tools like Postman or cURL
- Familiarity with cloud platforms such as AWS, GCP, or Azure and containerization tools like Docker
- Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience
- Bonus: Experience writing scripts in Python or JavaScript and knowledge of networking protocols (TCP/IP, DNS, HTTPS)