Customer Service

EVA is in the business of acquiring enterprise software companies and transforming them into AI-native, profitable, scalable businesses. By prioritising Customer Success, we enable companies with strong product-market fit to emerge as market leaders through sustained product innovation and high-quality professional services delivered via our global team. We are a remote-first company and our team is spread across the globe.

Why Join EVA

Direct impact on customer outcomes across a growing portfolio of enterprise SaaS products. Exposure to diverse technical environments and a clear path for technical and career growth. Collaborative, remote-first team with structured onboarding and clear escalation paths. Opportunity to shape support processes and contribute to runbook and knowledge-base development.

Role Overview

We are hiring a Customer Support Engineer to be the primary point of contact for customers across EVA's portfolio of acquired SaaS products. You will own tickets end-to-end, triaging, investigating, and resolving technical issues, escalating complex cases to engineering, and helping build the knowledge base that keeps our support operation scalable and consistent. This role requires genuine curiosity about how software works, the ability to reproduce and diagnose issues in cloud-hosted environments, and the communication skills to translate technical findings into clear, reassuring updates for customers. We are big believers in AI-augmented work, and this role is expected to use AI tools intensively for troubleshooting, communication, and solution generation. This is a remote-first role, and given our customer base, we are looking for candidates able to cover US business hours.

What You'll Do

Own the support queue with urgency, acknowledging, categorising, and prioritising every ticket within SLA. Resolve complex technical issues end-to-end, including configuration failures, integration breakdowns, and data inconsistencies. Reproduce customer-reported issues in staging or sandbox environments to confirm behaviour and gather evidence. Trace problems to their root through logs, SQL queries, and system behaviour, using AI to surface patterns and generate hypotheses. Diagnose integration failures between our products and connected third-party systems. Engineer workarounds when a direct fix is not available, and drive every open case forward without being asked. Produce clear resolution statements for every resolved issue, and author and maintain troubleshooting runbooks for recurring issue patterns. Surface recurring issue patterns and systemic failure points to engineering as candidates for permanent fixes or product improvements.

Required Skills

What We're Looking For

6+ years in a technical support or customer success engineering role, in a SaaS environment. Strong written communication skills, able to produce clear, precise resolution statements and customer-facing updates. Experience working in AI-augmented support environments. Strong analytical thinking and problem-solving skills. Proven track record handling escalations and high-severity incidents. Solid understanding of REST APIs, able to trace integration failures and diagnose API behaviour. Hands-on SQL experience for data validation and debugging. Comfortable reading .NET/ASP.NET and React code. Proficient in log analysis across cloud-hosted environments. Experience working with ticketing systems such as Zendesk, Jira Service Management, or Freshdesk.

Nice to Have

Familiarity with US higher education financial aid processes, including Title IV compliance and FAFSA/ISIR processing. Experience supporting SaaS products that integrate with Student Information Systems. Exposure to EdTech or regulated industry SaaS. Experience supporting multi-product or multi-tenant SaaS platforms. Familiarity with observability tooling such as Grafana or Datadog.