Technical Support Specialist (AI / SaaS)

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