Senior Technical Support Engineer (API & Cloud Infrastructure)

evlo ai • United State

Remote

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AI Summary

This role serves as the technical leader for escalated customer support issues, resolving complex problems across APIs, cloud infrastructure, and integrations. You will collaborate with engineers and product teams to diagnose root causes, implement systemic fixes, and improve product reliability. Strong debugging skills, technical documentation expertise, and incident response experience are essential.

Key Highlights

Owns and resolves escalated technical tickets involving REST APIs, OAuth, webhooks, and third-party integrations

Leads root-cause analysis, permanent fixes, and systemic improvements to reduce ticket volume

Acts as the technical point of contact during critical incidents, bridging customers and engineering

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Key Responsibilities

Own and resolve escalated technical support tickets involving REST APIs, OAuth flows, webhooks, and third-party integrations

Diagnose issues using logs, traces, and monitoring tools (e.g., Datadog, Splunk) and reproduce failures in staging environments

Write detailed bug reports and collaborate with engineering teams to implement permanent fixes and systemic improvements

Create and maintain technical documentation, runbooks, and internal knowledge base articles for self-service support

Serve as the technical point of contact during sev-1 incidents, coordinating between customers and engineering teams

Analyze ticket trends to identify recurring issues and advocate for product improvements with data-driven insights

Contribute to developer-facing content, including API guides, troubleshooting documentation, and changelogs

Technical Skills Required

REST APIs HTTP/JSON Debugging & Troubleshooting

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Nice to Have

Experience with Kubernetes

AWS/GCP cloud platform knowledge

Prior on-call or incident response experience

Supporting a developer-facing API product

Job Description

The role is the technical backbone of the customer support organization, owning escalations that require deep troubleshooting across APIs, cloud infrastructure, and integrations.You will work with a distributed team of engineers and product managers to resolve complex technical issues, identify root causes, and drive systemic fixes that reduce ticket volume over time.

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