Technical Support Engineer - Customer Support (all genders)

SCAYLE • New York, NY

5d

About The Position

SCAYLE is hiring a Technical Support Engineer for Customer Support. The role investigates technical issues reported by enterprise customers, using observability tools, code, and database queries to identify root causes. It manages support tickets through resolution and works across the support-to-engineering escalation chain. The engineer communicates proactively with customers, partners with engineering when escalation is needed, documents findings, and contributes to improvements based on recurring patterns. The role also participates in rotational on-call coverage for high-severity incidents, including evenings and weekends.

Requirements

• At least 2 years in a Technical Support, Application Support, Site Reliability, or adjacent technical role.
• Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment.
• Comfort reading server-side code in at least one language to trace logic and verify code paths.
• Hands-on experience with observability and central logging tooling; Datadog is preferred, and familiarity with Kibana, OpenSearch, Elasticsearch, or similar is a strong plus.
• Ability to search logs, read distributed traces, and query metrics.
• Solid SQL skills to query relational databases, 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.
• Familiarity with cloud-based, multi-tenant SaaS architectures; understanding tenant isolation and configuration delivery is a strong advantage.
• Comfort using AI tools in daily work and curiosity about their further applications.

Nice To Haves

• Experience reading PHP; the platform is largely 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.
• Datadog experience.
• Familiarity with central logging platforms such as Kibana, OpenSearch, or Elasticsearch.
• Understanding of tenant isolation and configuration delivery.

Responsibilities

• Investigate technical issues reported by enterprise customers, analyze symptoms, develop hypotheses, and identify root causes.
• Use observability tooling, 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 when 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed