Senior Enterprise Support Engineer - Incident-Driven

ABOUT YOU; New York (NY); On-site; USD 110,000 - 150,000; Full time

Job summary

SCAYLE, a leading enterprise commerce platform, seeks a seasoned enterprise tech support specialist to diagnose complex issues for B2B SaaS customers. You will leverage Datadog, read server-side code, and query SQL databases to verify root causes and reproduce issues.

You will manage full-ticket lifecycles, communicate clearly with customers, and collaborate with engineering during escalations, including on-call rotations and knowledge-base improvements.

Qualifications

• 5+ years in hands-on technical support or systems engineering in a complex B2B SaaS or enterprise environment
• Experience supporting enterprise (B2B) customers in a SaaS or cloud-based product environment
• Experience improving support team operations through documentation, playbooks, processes and quality standards
• Experience mentoring or supporting junior colleagues
• Comfort reading server-side code to trace logic and verify paths
• Experience with observability and central logging tooling (Datadog preferred) and familiarity with Kibana/OpenSearch/Elasticsearch
• Strong SQL skills to query relational databases and verify system state
• Understanding distributed systems concepts and async vs synchronous communication
• Familiarity with cloud-based, multi-tenant SaaS architectures
• Hands-on with AI tooling and automation in daily work

Responsibilities

• Investigate technical issues reported by enterprise customers and diagnose root causes
• Use Datadog logs, traces, and metrics to analyze distributed services
• Read code across repositories to verify hypotheses and trace request flows
• Query databases to verify system state and reproduce issues
• Manage tickets through full lifecycle from intake to resolution
• Communicate proactive updates with enterprise customers and manage expectations
• Partner with engineering for escalations and provide reproducible evidence
• Document findings and contribute to knowledge bases for systemic improvements
• Participate in rotational on-call coverage for high-severity incidents
• Own a technical domain and act as reference point for the team
• Develop and maintain investigation playbooks and runbooks
• Analyze recurring failure patterns to drive platform improvements
• Apply AI tooling to daily work and share learnings with the team
• Assist onboarding of new team members and raise investigation standards

Skills

Datadog

SQL

Distributed systems

HTTP API debugging

AI tooling

Tools

Kibana

OpenSearch

Elasticsearch

Docker

Job description

SCAYLE, a leading enterprise commerce platform, seeks a seasoned enterprise tech support specialist to diagnose complex issues for B2B SaaS customers. You will leverage Datadog, read server-side code, and query SQL databases to verify root causes and reproduce issues.

You will manage full-ticket lifecycles, communicate clearly with customers, and collaborate with engineering during escalations, including on-call rotations and knowledge-base improvements.