Technical Support Engineer — Evlo AI, New York, NY

About The Role

The role owns complex technical escalations from customers running production workloads on a cloud-native platform. Support engineers debug live systems spanning APIs, SDKs, infrastructure, and third-party integrations — often under pressure, with revenue on the line.

This position sits at the intersection of support and engineering: every ticket resolved improves the product, because findings flow directly into bug reports, documentation, and tooling. The team is measured on resolution quality, technical depth, and customer trust, not ticket count.

Key Responsibilities

• Own and resolve technically complex tickets involving REST APIs, webhooks, authentication (OAuth, SSO/SAML), and SDK behavior across multiple languages

• Reproduce customer issues in staging environments using logs (Datadog, Splunk), traces, and packet-level debugging before escalating to engineering

• Read and analyze code in Python, Go, or JavaScript to diagnose root causes and provide customers with precise workarounds

• Escalate bugs to engineering with complete reproduction steps, environment details, and business-impact context — then drive them to resolution

• Author and maintain technical documentation, knowledge-base articles, runbooks, and public API guides

• Monitor customer-facing service health during incidents and communicate clearly with affected accounts during incident response

• Contribute to internal tooling and automation that reduces ticket volume and improves diagnostic speed

What We Are Looking For

• 3-6 years of technical support, solutions engineering, or SRE-adjacent experience at a SaaS or infrastructure company

• Strong hands-on debugging skills: comfortable in the terminal, reading stack traces, inspecting HTTP traffic, and querying databases (SQL)

• Working knowledge of cloud infrastructure (AWS, GCP, or Azure), containers (Docker/Kubernetes), and Linux systems

• Programming or scripting ability in Python, Go, or JavaScript sufficient to write test scripts and parse logs

• Excellent written communication — able to explain complex technical root causes to both engineers and executives

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

• Bonus: experience with observability platforms (Datadog, Honeycomb), prior on-call rotation experience, or contributions to open-source projects