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Technical Support Specialist (AI / SaaS)

EvolutionIQ New York, NY

New York, NY

Today

$75k - $95k/yr Full time Ai Services Application Support CRM

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Job Description

The Technical Support Specialist (AI / SaaS) role at EvolutionIQ is the first point of contact for client users, combining technical troubleshooting with clear communication.

Responsibilities

Serve as the primary point of contact for client inquiries, triaging and managing requests through email, chat, and ticketing systems.
Diagnose and resolve issues related to the EvolutionIQ platform, including replicating bugs.
Escalate complex problems in partnership with the Technical Engagement Management and Solutions Engineering teams.
Explain complex technical concepts in clear, non-technical terms to help users get value from the platform.
Use SQL to query databases and investigate data discrepancies that drive support tickets.
Track and document issues using tools such as Zendesk and Salesforce, and contribute to the internal knowledge base.
Act as the voice of the customer by collecting user feedback and identifying trends to share with Product and Engineering.

Requirements

Bachelor’s degree (preferably Computer Science, Information Systems, Engineering, or a Business discipline such as Finance/Accounting).
1+ years of experience minimum; fresh out of a top program is encouraged, ideally with 1 to 2 years of professional experience.
Prior internships in tech support, IT, or client services are strongly preferred.
Strong written and verbal communication skills, including confidence speaking with clients.
Ability to write professional emails and explain solutions clearly.
Solid grasp of technical support workflows and interest in AI technologies and SaaS business models.
Enjoys troubleshooting and persisting until the root cause is found.

Key Tools & Technologies

AI-as-a-Service (AIaaS)
SQL
Salesforce
Zendesk
ServiceNow
Postman
Python
JS

Required

Understanding of AI-as-a-Service (AIaaS) concepts.
Basic to intermediate SQL proficiency (selects, joins, and basic data manipulation).
Familiarity with CRM and ticketing platforms, specifically Salesforce and Zendesk.

Preferred

ServiceNow experience.
Experience with API testing tools (for example, Postman) or basic scripting using Python or JavaScript.

Benefits

Annual bonus plan
Medical, dental, and vision insurance
Short- and long-term disability
Life insurance and AD&D
401k matching
Additional family, wellness, and pet benefits
Paid time off and sick leave
100% paid parental leave (16 weeks for primary caregivers and 12 weeks for secondary caregivers)
Flexible schedule for new parents returning to work
Catered lunches
Happy hours
Pet-friendly spaces
Monthly technology stipend
$1,000/year for each employee for professional development
Opportunities for tuition reimbursement

Location: New York, NY (onsite)

Compensation: USD 75,000 - 95,000 per year

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