Technical Support Specialist (AI / SaaS)
About The Position
EvolutionIQ is seeking a motivated and technically minded Technical Support Specialist to join their team in New York City. This role serves as the first point of contact for client users, assisting them with technical challenges and ensuring they maximize the value of the EvolutionIQ platform. This position offers significant exposure to AI-as-a-Service (AIaaS) concepts, database management, and enterprise SaaS workflows, making it an ideal opportunity for recent graduates or early-career professionals aiming for careers in technical product support, customer success, or solutions engineering. The company is experiencing substantial growth and is committed to transforming the insurance space, prioritizing its team as its number one asset, evidenced by multiple 'Best Workplaces' accolades.
Requirements
- Bachelor’s degree, preferably in Computer Science, Information Systems, Engineering, or a Business discipline (Finance, Accounting, etc.).
- 1-2 years of professional experience (internships in tech support, IT, or client services are a strong plus).
- Excellent written and verbal communication skills.
- Firm grasp of technical support workflows.
- Strong interest in AI technologies and SaaS business models.
- Enjoy digging into a puzzle and finding solutions.
- Understanding of AI-as-a-Service (AIaaS) concepts.
- Basic to Intermediate proficiency in SQL (selects, joins, basic data manipulation).
- Familiarity with CRM and Ticketing platforms (specifically Salesforce and Zendesk).
Nice To Haves
- Experience with ServiceNow.
- Experience with API testing tools (like Postman) or basic scripting (Python/JS).
Responsibilities
- Act as the primary point of contact for client users, managing incoming inquiries via email, chat, and ticketing systems.
- Diagnose and resolve technical issues related to the EvolutionIQ platform; replicate bugs and work with the Technical Engagement Management and Solutions Engineering team to escalate complex problems.
- Translate complex technical concepts into clear, easy-to-understand explanations for non-technical users.
- Use SQL to query databases and investigate data discrepancies to resolve client support tickets.
- Utilize tools like Zendesk and Salesforce to track issues, document solutions, and contribute to the internal knowledge base.
- Gather user feedback and trends to share with the Product and Engineering teams as the 'voice of the customer'.
Benefits
- Medical, dental, vision, short & long-term disability, life insurance and AD&D
- 401k matching
- 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 professional development
- Tuition reimbursement
- Sponsorship for candidates currently in the U.S. who need to transfer their active visa.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
