Enterprise Tech Support Engineer — On-Call

SCAYLE; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

SCAYLE is seeking an experienced technical support professional to diagnose complex enterprise issues across distributed services. You will leverage Datadog and other observability tooling, read server-side code, and communicate clear updates to clients while guiding escalation with engineering teams.

The role requires hands-on debugging, strong SQL skills, and comfort with cloud-based multi-tenant architectures. You will participate in on-call rotations and contribute to knowledge bases.

Qualifications

• 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role.
• Experience supporting enterprise (B2B) customers in SaaS/cloud environments.
• Able to read server-side code to trace logic and verify code paths.
• Hands-on with observability and logging tooling, Datadog preferred.
• Comfortable querying logs, traces, metrics, and SQL.
• Knowledge of cloud-based, multi-tenant SaaS architectures.
• Familiar with API debugging and HTTP basics.

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 and 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

Tech support experience

Enterprise SaaS support

Reading server-side code

Tools

Datadog

Kibana

OpenSearch

Elasticsearch

Job description

SCAYLE is seeking an experienced technical support professional to diagnose complex enterprise issues across distributed services. You will leverage Datadog and other observability tooling, read server-side code, and communicate clear updates to clients while guiding escalation with engineering teams.

The role requires hands-on debugging, strong SQL skills, and comfort with cloud-based multi-tenant architectures. You will participate in on-call rotations and contribute to knowledge bases.