[Hiring] Customer Support Specialist REMOTE USA
Position: Customer Support Specialist
Date Posted: 1st November 2026
Industry: SaaS / Cloud Software / Information Technology
Employment Type: Full Time
Experience: 2–4 years of customer support or technical support experience, preferably in a SaaS or technology company
Qualification: Bachelor’s Degree in Information Technology, Computer Science, Software Engineering, Business, or a related field (Estimated)
Salary: $60,000 – $85,000 per year (Estimated)
Location: Chicago, Illinois, United States
Company: Evlo AI
Description:
Evlo AI is looking for a Customer Support Specialist to serve as the technical front line for its cloud software platform. This role is ideal for a customer-focused professional with strong technical troubleshooting skills who enjoys resolving complex issues and delivering outstanding customer experiences.
The successful candidate will manage customer support requests across multiple communication channels, troubleshoot API and integration issues, document software bugs, and collaborate closely with engineering teams to ensure timely resolutions. This position plays a key role in improving customer satisfaction, product quality, and long-term customer retention.
Key Responsibilities:
• Resolve 30–50 customer support tickets daily through email, chat, and phone.
• Troubleshoot API errors, billing inquiries, account issues, and product configuration problems.
• Diagnose technical issues using logs, browser developer tools, SQL queries, and REST API testing tools such as Postman.
• Reproduce and document software bugs with detailed steps, screenshots, and environment information before escalating to engineering through Jira.
• Manage escalated support cases from start to resolution while providing regular customer updates.
• Create and maintain knowledge base articles, troubleshooting guides, and support macros.
• Track recurring technical issues and prepare weekly reports for product and engineering teams.
• Meet customer satisfaction (CSAT), first-response time, and service-level agreement (SLA) targets.
Requirements:
• 2–4 years of customer support or technical support experience, ideally within a SaaS or technology company.
• Strong technical aptitude with the ability to read API documentation and debug JSON payloads.
• Experience writing basic SQL queries.
• Hands-on experience with help desk platforms such as Zendesk, Intercom, or Freshdesk.
• Excellent written communication skills with the ability to explain technical concepts clearly.
• Experience working with engineering teams on bug reproduction and escalation processes.
• Familiarity with Jira, Confluence, and Slack.
• Experience with Python, Bash, Salesforce, or developer-focused products is an advantage.
Strong knowledge of:
• Technical troubleshooting and customer support
• REST APIs and Postman
• SQL queries and JSON debugging
• Zendesk, Intercom, or Freshdesk
• Jira, Confluence, and Slack
• Bug reporting and escalation processes
• Knowledge base documentation
Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.
