Enterprise Tech Support Engineer — Observability & Incident Resolution

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New York, Northern (NY, KY)

Hybrid

USD 90,000 - 150,000

Full time

2 days ago

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Job summary

SCAYLE in New York seeks an Enterprise Support/SRE-oriented specialist to troubleshoot and resolve complex issues for enterprise customers. You will read server-side code, leverage Datadog, and collaborate with engineering to improve observability and prevent incidents.

You will participate in on-call rotations, communicate clearly with customers, and contribute to knowledge bases to drive systemic improvements.

Qualifications

2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role.
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 Kibana/OpenSearch/Elasticsearch is a strong plus.
Solid SQL skills - able to query relational databases to verify system state and reproduce issues.
Working knowledge of distributed systems concepts — async vs. synchronous communication, queues, retries, idempotency, eventual consistency.
Comfortable with HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flows.
Familiarity with cloud-based, multi-tenant SaaS architectures - tenant isolation and configuration delivery is a strong advantage.
Comfortable using AI tools in daily work and curious about their potential.

Responsibilities

Investigate technical issues reported by enterprise customers and diagnose root causes.
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 → 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).