Senior Enterprise SaaS Support Engineer

ABOUT YOU; New York (NY); On-site; USD 80,000 - 110,000; Full time

Job summary

SCAYLE is seeking a skilled technical support professional to engage with enterprise customers, diagnose issues using Datadog, and trace problems across distributed services. You will read code, query databases, and manage tickets end-to-end while communicating clearly with customers and engineering teams.

You will participate in on-call rotations, contribute to knowledge bases, and help drive systemic improvements in a fast-growing SaaS environment.

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 → 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

B2B SaaS support

Observability tools

SQL querying

HTTP/API debugging

Cloud-based SaaS

On-call support

Tools

Datadog

Kibana/OpenSearch/Elasticsearch

Job description

SCAYLE is seeking a skilled technical support professional to engage with enterprise customers, diagnose issues using Datadog, and trace problems across distributed services. You will read code, query databases, and manage tickets end-to-end while communicating clearly with customers and engineering teams.

You will participate in on-call rotations, contribute to knowledge bases, and help drive systemic improvements in a fast-growing SaaS environment.