Technical Support Specialist

About Us:
EvolutionIQ's mission is to improve the lives of injured and disabled workers and enable them to return to the workforce, saving billions of dollars in avoidable costs and lost productivity to the US and global economies and make insurance more affordable for everyone. We are currently experiencing massive growth and to accomplish our goals, we are hiring world-class talent who want to help build and scale internally, and transform the insurance space. Our team is our #1 priority, and we have been named one of Inc.'s Best Workplaces 3 years in a row

We are looking for a motivated and technically minded
Technical Support Specialist
to join our team in New York City. In this role, you will serve as the first point of contact for our client's users, helping them navigate technical challenges and ensuring they get the most value out of our platform.

This is an ideal role for a recent graduate or early-career professional looking to launch a career in technical product support, customer success, or solutions engineering. You will gain deep exposure to AI-as-a-Service (AIaaS) concepts, database management, and enterprise SaaS workflows.

What You Will Do

• Front-Line Support: Act as the primary point of contact for client users, managing incoming inquiries via email, chat, and ticketing systems.
• Troubleshooting: 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.
• Client Education: Translate complex technical concepts into clear, easy-to-understand explanations for non-technical users.
• Data Analysis: Use SQL to query databases and investigate data discrepancies to resolve client support tickets.
• Workflow Optimization: Utilize tools like Zendesk and Salesforce to track issues, document solutions, and contribute to our internal knowledge base.
• Product Feedback: Be the "voice of the customer" by gathering user feedback and trends to share with the Product and Engineering teams.

Who You Are

• Education: You hold a Bachelor's degree, preferably in Computer Science, Information Systems, Engineering, or a Business discipline (Finance, Accounting, etc.).
• Experience: You are fresh out of a top program and/or have up to 2 years of professional experience. Previous internships in tech support, IT, or client services are a strong plus.
• Communications: You possess excellent written and verbal communication skills. You can write a professional email and speak confidently with clients.
• Tech-Savvy: You have a firm grasp of technical support workflows and a strong interest in AI technologies and SaaS business models.
• Problem Solving: You enjoy digging into a puzzle and don't stop until you find the solution.

Technical Skills
Required:

• 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).

Preferred:

• Experience with ServiceNow is a plus.
• Experience with API testing tools (like Postman) or basic scripting (Python/JS).

Work-life, Culture & Perks:

• Compensation: The base salary range is , with flexibility depending on a candidate's background and experience. An annual bonus plan and company equity plan (RSUs) are also included in our compensation package.
• Well-Being: Medical, dental, vision, short & long-term disability, life insurance and AD&D, and 401k matching. Additional family, wellness, and pet benefits.
• Home & Family: Paid time off and sick leave, 100% paid parental leave (16 weeks for primary caregivers and 12 weeks for secondary caregivers). We offer a flexible schedule for new parents returning to work.
• Office Life: Catered lunches, happy hours, pet-friendly spaces, and monthly technology stipend.
• Growth & Training: $1,000/year for each employee for professional development, as well opportunities for tuition reimbursement.
• Sponsorship: We are open to sponsoring candidates currently in the U.S. who need to