Technical Support Engineer – Customer Support
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Job Description
Technical Support Engineer diagnosing distributed-system issues for SCAYLE, an enterprise commerce platform. Investigating customer incidents, tracing code and data, and coordinating engineering escalations.
Responsibilities:
- Investigate technical issues reported by enterprise customers
- Analyse symptoms, form hypotheses, follow evidence to identify root causes
- Use Datadog logs, traces, metrics, and dashboards to diagnose distributed-service issues
- Read code across multiple repositories to verify hypotheses and trace request flows
- Query databases to confirm system state and reproduce issues
- Manage tickets through their full lifecycle from intake to resolution
- Coordinate support-to-engineering escalations
- Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management
- Partner with engineering teams by framing issues clearly, providing reproducible evidence, and advocating for customer impact
- Document findings and contribute to internal knowledge bases
- Surface recurring patterns to drive systemic improvements
- Participate in rotational on-call coverage for high-severity incidents during evenings and weekends
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
- 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 of tenant isolation and configuration delivery is a strong advantage
- Comfortable using AI tools in daily work
- Experience reading PHP is nice to have
- Experience in e-commerce or digital commerce platforms is nice to have
- Prior incident management or major-incident response experience is nice to have
- Familiarity with PSP integrations, OMS, PIM, or search platforms is nice to have
Benefits:
- Benefits available via the company's benefits page
- Benefits may vary depending on the location
- Flexible work environment
- Continuous development opportunities
- Rotational on-call coverage for high-severity incidents
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