Enterprise SaaS Support Engineer - Diagnostics Escalations

Aboutyougmbh; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Aboutyougmbh seeks an experienced Technical Support Engineer to investigate enterprise issues and diagnose root causes across distributed services. You will use observability tooling like Datadog to trace requests and verify hypotheses while reading server-side code to confirm paths.

You will manage tickets end-to-end, communicate with customers professionally, and collaborate with engineering on escalations. A background in SaaS or cloud-based products and SQL testing is essential.

Qualifications

• 2+ years in a Technical Support or adjacent technical role.
• Experience supporting enterprise (B2B) customers in a SaaS or cloud product.
• Comfort reading server-side code to trace logic and verify paths.

Responsibilities

• Investigate issues reported by enterprise customers and diagnose root cause.
• Use Datadog logs, traces, metrics, and dashboards to diagnose distributed services.
• Read code across repositories to verify hypotheses and trace request flows.
• Query relational databases to confirm system state and reproduce issues.
• Manage tickets end-to-end from intake to resolution across support to engineering.
• Communicate proactively with enterprise customers with clear updates and expectations.
• Collaborate with engineering for escalation and provide reproducible evidence.
• Document findings and contribute to knowledge bases for systemic improvements.
• Participate in rotational on-call coverage for high-severity incidents.

Skills

Technical support

Enterprise SaaS knowledge

SQL querying

Distributed systems concepts

API debugging

Tools

Datadog

Kibana/OpenSearch

Elasticsearch

curl

Job description

Aboutyougmbh seeks an experienced Technical Support Engineer to investigate enterprise issues and diagnose root causes across distributed services. You will use observability tooling like Datadog to trace requests and verify hypotheses while reading server-side code to confirm paths.

You will manage tickets end-to-end, communicate with customers professionally, and collaborate with engineering on escalations. A background in SaaS or cloud-based products and SQL testing is essential.