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On-site
Phoenix, AZ
Posted · 27.09.2026
LinkedIn Jobs US

# Customer Support Specialist

Evlo AI

About The Role The Customer Support Specialist is the first point of contact for customers using a cloud-based technology platform, helping resolve account, configuration, billing, and product issues across email, chat, and phone. The role combines customer communication with technical troubleshooting. You will investigate logs and integrations, reproduce reported issues, and give engineering clear, actionable context when a problem requires escalation. Key Responsibilities Resolve customer issues across email, chat, and phone while meeting response-time and resolution targets Troubleshoot authentication, permissions, API connections, webhooks, browser behavior, and common configuration errors Use Zendesk, Intercom, Jira, and internal knowledge bases to manage tickets, document resolutions, and track escalations Reproduce reported defects in staging or test environments and provide engineering with steps to reproduce, logs, screenshots, and business impact Monitor recurring issues and analyze ticket trends to identify product gaps, documentation needs, and opportunities for self-service Create and update help-center articles, troubleshooting guides, macros, and internal runbooks Partner with product, engineering, and operations teams to communicate customer impact and follow issues through resolution What We Are Looking For 1-3 years of experience in customer support, technical support, SaaS operations, or a related service role Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical customers Hands-on experience with ticketing and customer-support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools Working knowledge of HTTP, REST APIs, JSON, browser developer tools, and basic log investigation Ability to troubleshoot methodically, prioritize high-impact issues, and stay organized in a high-volume queue Associate or bachelor's degree in information technology, computer science, communications, or a related field, or equivalent practical experience Bonus: Experience with SQL, SSO/SAML, OAuth, webhooks, cloud platforms, API testing tools such as Postman, or B2B SaaS support

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