What are the responsibilities and job description for the Technical Support Engineer position at Evlo AI?
About The Role
The Technical Support Engineer owns the hardest inbound issues: escalations that front-line support can't close, involving APIs, webhooks, authentication, data pipelines, and distributed systems behavior.
You will debug at the code and infrastructure level, reproduce and isolate defects, and work directly with engineering to ship fixes — acting as the technical voice of the customer when reliability and uptime are on the line.
Key Responsibilities
The Technical Support Engineer owns the hardest inbound issues: escalations that front-line support can't close, involving APIs, webhooks, authentication, data pipelines, and distributed systems behavior.
You will debug at the code and infrastructure level, reproduce and isolate defects, and work directly with engineering to ship fixes — acting as the technical voice of the customer when reliability and uptime are on the line.
Key Responsibilities
- Own and resolve escalated technical tickets spanning REST APIs, SDKs, SSO/SAML, webhooks, and database-backed services
- Reproduce bugs in staging environments, capture logs and network traces, and write detailed reproduction steps for engineering
- Troubleshoot issues across Linux and cloud infrastructure (AWS, Docker, Kubernetes) using logs, metrics, and monitoring tools like Datadog or PagerDuty
- Serve as technical point of contact during Sev-1 incidents, coordinating沟通 between customers, support, and engineering until resolution
- Partner with product and engineering on recurring issues, driving root-cause analysis and preventive fixes rather than repeat tickets
- Author and maintain internal runbooks, debugging guides, and external technical documentation
- Track and improve escalation metrics — time to resolution, reopen rate, and technical CSAT
- 3-6 years in technical support, solutions engineering, SRE-adjacent, or similar hands-on troubleshooting roles
- Strong working knowledge of HTTP, REST APIs, JSON, DNS, TLS, and reading raw request/response payloads
- Comfortable debugging in at least one scripting or programming language (Python, Bash, or similar)
- Hands-on experience with SQL, log analysis, and observability tooling
- Experience supporting enterprise or B2B SaaS customers, including direct communication with technical stakeholders
- Bachelor's degree in Computer Science or equivalent practical experience
- Bonus: Experience with CI/CD pipelines, Kubernetes debugging, or a customer-facing engineering background (sales engineering, TAM, or support engineering)