Senior Technical Support Engineer - Customer Support (all genders)
About The Position
SCAYLE is hiring a Senior Technical Support Engineer for its Customer Support team. The role investigates technical issues reported by enterprise customers, tracing symptoms through evidence to identify root causes. It uses observability tooling, code across repositories, and database queries to diagnose issues across distributed services. The engineer manages support tickets from intake through resolution, communicates proactively with customers, and collaborates with engineering teams when escalation is needed. The role also takes ownership of a technical domain, develops investigation playbooks and knowledge-base content, and analyzes recurring failure patterns to advocate for platform improvements. It includes rotational on-call coverage for high-severity incidents during evenings and weekends. The engineer applies AI tooling to daily work, shares effective approaches with the team, and supports onboarding and the development of colleagues.
Requirements
- At least 5 years of hands-on technical support or systems engineering experience in a complex B2B SaaS or enterprise environment.
- Proven experience supporting enterprise B2B customers, ideally in a SaaS or cloud-based product environment.
- Experience improving support team practices, such as documentation, playbooks, processes, or quality standards.
- Experience supporting or mentoring less experienced colleagues.
- Ability to read server-side code in at least one language to trace logic and verify code paths.
- Hands-on experience with observability and central logging tools; familiarity with searching logs, reading distributed traces, and querying metrics.
- Solid SQL skills, including querying relational databases to verify system state, reproduce issues, and understand data models.
- Working knowledge of distributed systems concepts, including asynchronous and synchronous communication, queues, retries, idempotency, and eventual consistency.
- Ability to debug HTTP and APIs using tools such as curl, and understanding of response headers, status codes, basic DNS, REST, and webhook flows.
- Hands-on use of AI tooling in daily work, with experience beyond chat prompting, such as building an agent, automating a workflow, using an API, or serious experimentation.
Nice To Haves
- Experience with Datadog; familiarity with central logging platforms such as Kibana, OpenSearch, Elasticsearch, or similar is a strong plus.
- Familiarity with cloud-based, multi-tenant SaaS architectures, including tenant isolation and configuration delivery.
- Experience reading PHP, which is used extensively in the platform.
- Experience in e-commerce or digital commerce platforms, such as storefront, checkout, payments, catalog, or order management.
- Prior incident management or major-incident response experience.
- Familiarity with PSP integrations, OMS, PIM, or search platforms.
Responsibilities
- Investigate technical issues reported by enterprise customers, analyze symptoms, form hypotheses, and identify root causes.
- Use observability tools, including logs, traces, metrics, and dashboards, to diagnose issues across distributed services.
- Read code across multiple repositories to verify hypotheses and trace request flows.
- Query databases to confirm system state and reproduce issues when needed.
- Manage tickets through their full lifecycle, from intake to resolution, across the support-to-engineering escalation chain.
- Provide enterprise customers with proactive, professional updates, clear next steps, and appropriate expectation management.
- Partner with engineering teams on escalations by clearly framing issues, providing reproducible evidence, and advocating for customer impact.
- Document findings, contribute to internal knowledge bases, and surface recurring patterns that can drive systemic improvements.
- Participate in rotational on-call coverage for high-severity incidents, including evenings and weekends.
- Own a technical domain within the platform and serve as the team's reference point in that area.
- Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge-base content.
- Analyze recurring failure patterns and advocate for customer-impacting platform fixes by communicating systemic risk and business impact to product and platform teams.
- Evaluate AI tools and agents, identify opportunities to use them, and share effective approaches with the team.
- Support onboarding of new team members and help raise standards for technical investigation and customer communication.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
