Enterprise SaaS Support Engineer | Troubleshooting On-Call

SCAYLE; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

SCAYLE in New York, NY is seeking a Technical Support Engineer for enterprise SaaS issues. You will investigate incidents, analyse symptoms, form hypotheses, and trace code paths to root cause, working across distributed services.

You will use observability tools such as Datadog, read server-side code, query SQL databases, and collaborate with engineering during escalations. You will own tickets end-to-end and communicate clear updates to enterprise customers.

Qualifications

• 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role.
• Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment.
• 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 central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus.
• Comfortable searching logs, reading distributed traces, querying metrics.
• Solid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models.
• Working knowledge of distributed systems concepts - async vs. synchronous communication, queues, retries, idempotency, eventual consistency.
• Comfortable using HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flows.
• Familiarity with cloud-based, multi-tenant SaaS architectures - understanding tenant isolation and configuration delivery is a strong advantage.
• Comfortable using AI tools in your daily work, and curious about where they can take you further.

Responsibilities

• Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to root cause
• Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services
• Read code across multiple repositories to verify hypotheses and trace request flows.
• Query databases when needed to confirm system state and reproduce issues
• Manage tickets through their full lifecycle, from intake to resolution, across the support to engineering escalation chain
• Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
• Partner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for customer impact
• Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements
• Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours

Skills

Enterprise SaaS support

Code tracing

Observability tooling

SQL querying

API debugging

HTTP basics

Distributed systems concepts

AI tools usage

Tools

Datadog

Kibana/OpenSearch/Elasticsearch

Job description

SCAYLE in New York, NY is seeking a Technical Support Engineer for enterprise SaaS issues. You will investigate incidents, analyse symptoms, form hypotheses, and trace code paths to root cause, working across distributed services.

You will use observability tools such as Datadog, read server-side code, query SQL databases, and collaborate with engineering during escalations. You will own tickets end-to-end and communicate clear updates to enterprise customers.