{"schemaVersion":"jobsearcher.job.v1","id":"bd8b8ee2a272d7b60c4cfbb7","url":"https://jobsearcher.com/jobs/bd8b8ee2a272d7b60c4cfbb7","canonicalUrl":"https://jobsearcher.com/jobs/bd8b8ee2a272d7b60c4cfbb7","title":"Technical Support Engineer","description":"About The RoleThe role is the technical backbone of the support organization, owning escalated issues that require real debugging — API errors, authentication failures, data pipeline hiccups, and infrastructure-adjacent problems that front-line support can't resolve alone.You will work at the intersection of customers and engineering, turning ambiguous technical reports into reproductions, root causes, and fixes. The work directly shapes product reliability: every escalation resolved well reduces future tickets and keeps enterprise customers renewing.Key ResponsibilitiesOwn and resolve escalated technical tickets covering REST APIs, webhooks, SDKs, SSO, and data integrationsReproduce bugs, capture logs and network traces (Charles, Postman, browser dev tools), and write clear reproductions for engineeringAuthor and maintain technical documentation, runbooks, and internal knowledge-base articlesCollaborate directly with engineering to prioritize fixes and communicate timelines to affected customersAnalyze ticket trends to identify systemic issues and drive product improvements before they become outagesSupport high-touch enterprise accounts during onboarding, migrations, and incident responseContribute to escalation on-call rotation and participate in incident reviews and postmortemsWhat We Are Looking For3-5 years of technical support, solutions engineering, or similar customer-facing technical role at a SaaS or infrastructure companyStrong debugging skills: comfortable reading API responses, JSON, logs, and HTTP traffic without needing an engineerWorking knowledge of SQL, Python or similar scripting, and modern web architecture (REST, OAuth, DNS, TLS)Experience with ticketing platforms (Zendesk, Jira Service Management, or similar) and incident workflowsExcellent written communication — able to explain complex technical issues clearly to both engineers and non-technical stakeholdersBS in Computer Science or equivalent practical experience","company":"Evlo Ai","rawCompany":"evlo ai","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-10-07T11:36:58.439Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"About The RoleThe role is the technical backbone of the support organization, owning escalated issues that require real debugging — API errors, authentication failures, data pipeline hiccups, and infrastructure-adjacent problems that front-line support can't resolve alone.You will work at the intersection of customers and engineering, turning ambiguous technical reports into reproductions, root causes, and fixes. The work directly shapes product reliability: every escalation resolved well reduces future tickets and keeps enterprise customers renewing.Key ResponsibilitiesOwn and resolve escalated technical tickets covering REST APIs, webhooks, SDKs, SSO, and data integrationsReproduce bugs, capture logs and network traces (Charles, Postman, browser dev tools), and write clear reproductions for engineeringAuthor and maintain technical documentation, runbooks, and internal knowledge-base articlesCollaborate directly with engineering to prioritize fixes and communicate timelines to affected customersAnalyze ticket trends to identify systemic issues and drive product improvements before they become outagesSupport high-touch enterprise accounts during onboarding, migrations, and incident responseContribute to escalation on-call rotation and participate in incident reviews and postmortemsWhat We Are Looking For3-5 years of technical support, solutions engineering, or similar customer-facing technical role at a SaaS or infrastructure companyStrong debugging skills: comfortable reading API responses, JSON, logs, and HTTP traffic without needing an engineerWorking knowledge of SQL, Python or similar scripting, and modern web architecture (REST, OAuth, DNS, TLS)Experience with ticketing platforms (Zendesk, Jira Service Management, or similar) and incident workflowsExcellent written communication — able to explain complex technical issues clearly to both engineers and non-technical stakeholdersBS in Computer Science or equivalent practical experience","datePosted":"2026-10-07T11:36:58.439Z","dateModified":"2026-10-07T11:36:58.439Z","hiringOrganization":{"@type":"Organization","name":"Evlo Ai","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"bd8b8ee2a272d7b60c4cfbb7"},"url":"https://jobsearcher.com/jobs/bd8b8ee2a272d7b60c4cfbb7"}}