Junior Technical Support Engineer (all genders)

SCAYLE Commerce Engine; Hamburg; Vor Ort; EUR 42.000 - 60.000; Vollzeit

Zusammenfassung

SCAYLE Commerce Engine seeks an Enterprise Tech Support professional to investigate customer issues, diagnose across services using Datadog, and read code paths to verify bugs. You will run SQL queries to confirm data and own tickets end-to-end, delivering clear updates to enterprise clients and escalating with well-prepared context.

You will build technical depth by ramping up in a dedicated platform area, collaborating with senior engineers on complex problems and contributing to a

Qualifikationen

• First professional experience in Technical Support or similar technical role
• Exposure to enterprise SaaS or cloud-based applications
• Able to read server-side code in at least one language (PHP advantage)
• Familiarity with observability/logging platforms
• Fundamental SQL to inspect data
• Understanding of distributed systems concepts
• Clear written English for enterprise customers
• Experience using AI tools to learn faster

Aufgaben

• Investigate technical issues reported by enterprise customers and perform root-cause analysis
• Use Datadog and other observability tooling to diagnose issues across services
• Read and trace code paths to verify bugs and follow request flows
• Run SQL queries to confirm system state and reproduce issues
• Own tickets from intake to resolution with clear documentation
• Provide structured status updates to customers
• Prepare escalation context with steps to reproduce for engineers
• Develop technical depth by ramping up in one platform area

Kenntnisse

English communication

Problem solving

Self-learning with AI tools

Reading server-side code

Understanding APIs/queues

Ausbildung

Technical degree or equivalent experience

Tools

Datadog

Kibana

Grafana

Elasticsearch

SQL

curl/Postman

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

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.