About this role
Troubleshooting complex platform issues and serving as the primary point of contact for client inquiries via email, chat, and ticketing systems forms the core of daily operations. The team at EvolutionIQ builds artificial intelligence solutions for insurance claims teams to improve accuracy and efficiency. This technical support specialist investigates data discrepancies using SQL, replicates bugs, and collaborates with solutions engineering to resolve client challenges while translating technical concepts for non-technical users.
Created to support rapid company expansion, this position suits early-career professionals or recent graduates seeking exposure to enterprise SaaS workflows and database management. Candidates with a strong interest in AI technologies, solid communication abilities, and a knack for solving puzzles will thrive in this environment. The company provides a collaborative office culture in New York City alongside structured paths for professional development.
What you will do
- Act as the primary point of contact for client users by managing incoming inquiries through email, chat, and ticketing systems.
- Diagnose and resolve technical issues related to the platform while replicating bugs for escalation.
- Translate complex technical concepts into clear, easy-to-understand explanations for non-technical users.
- Utilize SQL to query databases and investigate data discrepancies to resolve client support tickets.
- Track issues, document solutions, and contribute to the internal knowledge base using Zendesk and Salesforce.
- Gather user feedback and product trends to share directly with the engineering and product teams.
What you need
- Hold a Bachelor’s degree in Computer Science, Information Systems, Engineering, or a business discipline.
- Bring 1 to 2 years of professional experience or relevant technical internships.
- Demonstrate a firm grasp of technical support workflows and strong interest in AI technologies.
- Possess basic to intermediate proficiency in SQL including selects, joins, and basic data manipulation.
- Show familiarity with CRM and ticketing platforms such as Salesforce and Zendesk.
- Demonstrate excellent written and verbal communication skills for client interactions.
Nice to have
- Experience with ServiceNow
- Experience with API testing tools like Postman
- Basic scripting skills in Python or JavaScript
Benefits
- Base salary range of 75K to 95K with an annual bonus plan
- Medical, dental, vision, short and long-term disability, and life insurance
- 401k matching along with family, wellness, and pet benefits
- Paid time off, sick leave, and 16 weeks of paid parental leave for primary caregivers
- Catered lunches, happy hours, pet-friendly office spaces, and monthly technology stipend
- 1000 dollars per year for professional development and tuition reimbursement opportunities
Skills and tech stack
Questions candidates ask
What is the compensation and bonus structure for this role?
The base salary range is 75-95K, with flexibility depending on a candidate’s background and experience. An annual bonus plan is also included in the compensation package.
What technical skills are required for the position?
Candidates need an understanding of AI-as-a-Service concepts and basic to intermediate proficiency in SQL, including selects, joins, and basic data manipulation. Familiarity with CRM and ticketing platforms like Salesforce and Zendesk is also required.
What benefits and well-being perks are offered?
Employees receive medical, dental, vision, short and long-term disability, life insurance, and 401k matching. Additional offerings include family, wellness, and pet benefits alongside paid time off and sick leave.
Does the company provide visa sponsorship?
EvolutionIQ is open to sponsoring candidates currently in the U.S. who need to transfer their active visa.
What growth and training opportunities are available?
Employees receive 1,000 dollars per year for professional development, as well as opportunities for tuition reimbursement.