Enterprise SaaS Support Engineer — Observability & Incident Response

SmartRecruiters, Inc.; New York, Northern (NY, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

SCAYLE is seeking a Technical Support Engineer to assist enterprise customers with complex issues across distributed services. You will investigate, diagnose, and resolve problems using Datadog logs, traces, and dashboards, read code, and collaborate with engineering on escalations.

You will own full ticket lifecycles, communicate clearly with customers, participate in on-call rotations, and contribute to internal knowledge bases to reduce recurring incidents.

Qualifications

• 2+ years in Technical Support, Application Support, Site Reliability, or similar role.
• Experience supporting enterprise (B2B) customers, SaaS or cloud-based products.
• Able to read server-side code to trace logic and verify paths.
• Hands-on with observability and central logging tooling (Datadog preferred).
• Strong SQL skills to query relational databases and verify state.
• Familiar with distributed systems concepts and API debugging.

Responsibilities

• Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow evidence to root cause
• Use observability tooling to diagnose issues across distributed services
• Read code across repositories to verify hypotheses and trace request flows
• Query databases to confirm system state and reproduce issues
• Manage tickets through full lifecycle from intake to resolution
• Communicate proactively with enterprise customers with clear next steps
• Partner with engineering for escalations - provide reproducible evidence
• Document findings and contribute to internal knowledge bases
• Participate in rotational on-call coverage for high-severity incidents

Skills

Observability tooling

SQL

Distributed systems concepts

HTTP & APIs

Code reading

Cloud/SaaS basics

AI tooling

Education

Bachelor's degree in CS or related field

Tools

Datadog

Kibana/OpenSearch/Elasticsearch

Job description

SCAYLE is seeking a Technical Support Engineer to assist enterprise customers with complex issues across distributed services. You will investigate, diagnose, and resolve problems using Datadog logs, traces, and dashboards, read code, and collaborate with engineering on escalations.

You will own full ticket lifecycles, communicate clearly with customers, participate in on-call rotations, and contribute to internal knowledge bases to reduce recurring incidents.