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Technical Support Engineer
Job in
Raleigh, Wake County, North Carolina, 27601, USA
Listed on 2026-08-04
Listing for:
Evlo AI
Full Time
position Listed on 2026-08-04
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Engineer, Cloud Computing: Infrastructure & Operations
Job Description & How to Apply Below
About The Role
The role serves as the critical technical bridge between customers and the engineering organization, diagnosing and resolving complex software and infrastructure issues at scale.
The role serves as the critical technical bridge between customers and the engineering organization, diagnosing and resolving complex software and infrastructure issues at scale.
The team relies on technical support engineers to maintain high system reliability, reproduce tricky edge cases, and directly influence product quality through actionable engineering feedback.
Key Responsibilities- Troubleshoot and resolve complex, escalated technical support tickets involving APIs, database queries, and cloud infrastructure
- Reproduce reported bugs in staging environments, isolate root causes, and file detailed bug reports in Jira for the engineering team
- Analyze log files, trace network requests, and debug code snippets in languages such as Python, JavaScript, or Java
- Author internal and external technical documentation, knowledge base articles, and runbooks for recurring issues
- Partner with product and engineering teams to prioritize feature requests and bug fixes based on customer impact
- Maintain high standards for response times, resolution rates, and customer satisfaction (CSAT) metrics
- 3-5 years of experience in technical support, systems engineering, or software development
- Strong proficiency in networking fundamentals (TCP/IP, DNS, HTTP/HTTPS) and RESTful API debugging
- Hands-on experience with modern cloud platforms (AWS, GCP, or Azure) and containerization tools like Docker
- Familiarity with querying relational and No
SQL databases using SQL - Exceptional written and verbal communication skills with the ability to explain complex technical concepts to non-technical stakeholders
- Bonus:
Bachelor's degree in Computer Science, Information Technology, or a related technical field, along with experience using log management tools like Datadog or Splunk
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