Technical Support Engineer - Customer Support (all genders)
About The Position
SCAYLE is hiring a Technical Support Engineer for Customer Support. The role investigates technical issues reported by enterprise customers, using evidence and technical tooling to identify root causes. It involves diagnosing issues across distributed services, reading code and querying databases to verify hypotheses, and managing support tickets from intake through resolution and engineering escalation. The engineer communicates proactively with enterprise customers, partners with engineering teams when escalation is needed, and documents findings to support knowledge sharing and systemic improvements. The role also participates in rotational on-call coverage for high-severity incidents, including evenings and weekends.
Requirements
- At least 2 years of experience in Technical Support, Application Support, Site Reliability, or an adjacent technical role.
- Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment.
- 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; Datadog is preferred.
- Ability to search logs, read distributed traces, and query 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 versus synchronous communication, queues, retries, idempotency, and eventual consistency.
- Comfort with HTTP and API debugging, including curl, response headers, status codes, basic DNS, REST, and webhook flows.
- Comfort using AI tools in daily work and curiosity about their potential.
Nice To Haves
- Familiarity with central logging platforms such as Kibana, OpenSearch, Elasticsearch, or similar.
- Familiarity with cloud-based, multi-tenant SaaS architectures, including tenant isolation and configuration delivery.
- Experience reading PHP.
- 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 follow evidence to root cause.
- Use observability tools, including Datadog 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 as needed to confirm system state and reproduce issues.
- Manage tickets through their full lifecycle, from intake to resolution, across the support-to-engineering escalation chain.
- Communicate proactively and professionally with enterprise customers through structured updates, clear next steps, and expectation management.
- Partner with engineering teams when escalation is needed by clearly framing issues, providing reproducible evidence, and advocating for customer impact.
- Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements.
- Participate in rotational on-call coverage for high-severity incidents, including evenings and weekends.
Benefits
- Benefits are available; details are provided on the company benefits page and may vary by location.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
