Junior Technical Support Engineer (all genders)

ABOUT YOU; Hamburg; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Benefits dieser Stelle

Benefits page

Location varies by location

Zusammenfassung

SCAYLE is seeking a Technical Support Engineer to investigate enterprise customer issues, diagnose across services using observability tooling (Datadog, Kibana, Grafana), and read code paths to verify bug reports. You will run SQL to confirm system state and own tickets end-to-end, communicating clearly with customers throughout the lifecycle.

You will ramp up in a platform area, deepen your technical knowledge, and escalate complex issues to engineering with well-structured context.

Qualifikationen

• Experience in Technical Support or Application Support, or a relevant technical degree or bootcamp.
• Experience supporting enterprise SaaS or cloud-based applications.
• Able to read server-side code in at least one language; PHP experience is a plus.
• Familiarity with observability or central logging platforms (Datadog, Kibana, Grafana, Elasticsearch).
• SQL proficiency with basic queries (SELECT, JOIN, WHERE).
• Understanding of APIs, queues, and request retries.
• Proficient in HTTP/web technologies (REST APIs, status codes, curl, Postman).
• Clear, professional written English.
• Experience using AI tools to learn faster.

Aufgaben

• Investigate technical issues reported by enterprise customers, gather symptoms, run checks, and diagnose root cause.
• Use observability tooling to diagnose issues across system services.
• Read and trace code paths across repositories to verify bug reports.
• Run SQL queries to confirm system state and reproduce issues.
• Own tickets from intake to resolution or escalation.
• Communicate clearly with enterprise customers with structured status updates.
• Prepare escalations with context, steps to reproduce, and initial findings.
• Build technical depth by ramping up and handling progressively complex cases.

Kenntnisse

Technical Support

SaaS / Cloud

PHP reading

SQL

Observability

REST APIs

English writing

AI tools usage

Enterprise B2B

Ausbildung

Technical degree / bootcamp / self-taught

Tools

Datadog

Kibana

Grafana

Elasticsearch

Jobbeschreibung

Company Description

SCAYLE is one of the fastest-growing enterprise commerce platforms in the world, enabling brands and retailers to realize their D2C ambitions. SCAYLE stands for innovation, international collaboration, and a strong focus on data. We believe that stepping outside of our comfort zone and making bold decisions is key to growing both professionally and personally. Instead of seeing problems as obstacles, we approach them as opportunities to find better solutions. We work in an environment that encourages flexibility, creativity, and continuous development. What drives us is the shared motivation to make an impact and actively shape the future of eCommerce.

Job Description

• Investigate technical issues reported by enterprise customers - gather symptoms, run the established checks, and work to root cause on standard and less complex cases. Senior colleagues guide you on the harder ones
• Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across system services
• Read and trace code paths across repositories to verify bug reports and follow request flows
• Run database queries (SQL) to confirm system state, check customer data, and reproduce reported issues
• Own your assigned tickets through their full lifecycle, from intake to resolution or escalation, keeping information organised throughout
• Communicate clearly and professionally with enterprise customers - structured status updates and clear expectations
• Prepare escalations properly: package context, steps to reproduce, and your initial findings before handing complex issues to engineering
• Build technical depth - work through a structured ramp-up plan, grow your knowledge of one platform area, and take on progressively more complex cases as you do

Qualifications

• First professional experience in Technical Support, Application Support, or a similar technical role or a relevant technical degree, bootcamp, or demonstrable self-taught experience (personal projects, open source, etc)
• Exposure to supporting enterprise (B2B) users or customers, ideally with SaaS or cloud-based applications
• Able to read server-side code in at least one language and follow program logic. Our platform is largely PHP, so experience reading PHP is an advantage
• Familiarity with observability or central logging platforms (Datadog, Kibana, Grafana, Elasticsearch or similar) - you can search logs, read a trace, and check a metric, or you are close to it
• Fundamental SQL - able to write basic queries (SELECT, JOIN, WHERE) to inspect data and verify system state
• Understanding of core distributed systems concepts: APIs, queues, request retries
• Working knowledge of HTTP and web technologies - REST APIs, status codes, request headers, and tools like curl or Postman
• Clear, professional written English. You will be commuicating directly with enterprise customers from early on
• You already use AI tools to learn faster and work through problems, and can tell us what you use them for

Nice to Have

• Experience reading PHP - our platform is largely PHP, so this will help you get up to speed faster
• Experience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)
• Personal projects, open source, or documentation contributions - anything showing you learn by building
• Experience in a customer-facing role

Additional Information

All your information will be kept confidential according to EEO guidelines.
Your perks at a glance: Visit our benefits page.
(Please note that benefits may vary depending on the location)

A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and fairness.