Senior Technical Support Engineer – Customer Support
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Job Description
Senior Technical Support Engineer troubleshooting SCAYLE’s enterprise commerce platform. Diagnosing distributed-service issues, supporting enterprise customers, and driving systemic improvements.
Responsibilities:
- Investigate technical issues reported by enterprise customers and trace symptoms to root causes
- Use 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 to confirm system state and reproduce issues
- Manage tickets through intake, resolution, and the support-to-engineering escalation chain
- Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management
- Partner with engineering teams during escalations by providing clear issue framing and reproducible evidence
- Document findings, maintain internal knowledge bases, and identify recurring patterns
- Participate in rotational on-call coverage for high-severity incidents during evenings and weekends
- Own a technical domain and serve as the team reference point
- Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge-base content
- Analyze recurring failure patterns and advocate for customer-impacting platform fixes
- Evaluate and apply AI tools and agents to improve daily workflows
- Support onboarding and raise standards for technical investigation and customer communication
Requirements:
- Comfortable 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 preferred
- Familiarity with Kibana, OpenSearch, Elasticsearch, or similar central logging platforms is a strong plus
- Comfortable searching logs, reading distributed traces, and querying metrics
- Solid SQL skills for querying relational databases, verifying system state, reproducing issues, and understanding data models
- Working knowledge of distributed systems concepts, including asynchronous and 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
- Hands-on AI tooling experience beyond chat usage, such as building an agent, automating a workflow, using an API, or serious experimentation
- Experience reading PHP is a nice-to-have
- Experience in e-commerce or digital commerce platforms is a nice-to-have
- Prior incident management or major-incident response experience is a nice-to-have
- Familiarity with PSP integrations, OMS, PIM, or search platforms is a nice-to-have
Benefits:
- Remote work option (employees can work remotely)
- Benefits/perks available; details provided on the company benefits page
- Benefits may vary depending on location
- Rotational on-call coverage for high-severity incidents, including evenings and weekends
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