Senior Enterprise Support Engineer - Observability

Aboutyougmbh; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Benefits vary by location

Job summary

Aboutyougmbh is seeking a seasoned Technical Support Engineer to investigate enterprise issues, tracing requests across distributed services, and collaborating with engineering to root cause complex incidents.

You will read server-side code, query databases, and use Datadog and Kibana/OpenSearch to verify hypotheses. The role includes on-call rotations, mentoring teammates, and building runbooks for faster resolutions.

Qualifications

• 5+ years in hands-on technical support or systems engineering in a complex B2B SaaS/enterprise setting.
• Experience supporting enterprise customers in a SaaS or cloud product environment.
• Experience improving support team efficacy through docs, playbooks, and processes.
• Familiarity with PHP is a plus and server-side code reading is expected.

Responsibilities

• Investigate issues reported by enterprise customers using observability tooling to identify root causes.
• Read code across repositories to verify hypotheses and trace request flows.
• Query databases to confirm system state and reproduce issues.
• Manage tickets end-to-end through intake to resolution.
• Communicate proactively with customers and escalate to engineering as needed.

Skills

Enterprise support

SaaS/Cloud

Observability

SQL querying

API debugging

Mentoring

Education

Bachelor's degree in CS/EE

Tools

Datadog

Kibana/OpenSearch/Elasticsearch

SQL clients

Job description

Aboutyougmbh is seeking a seasoned Technical Support Engineer to investigate enterprise issues, tracing requests across distributed services, and collaborating with engineering to root cause complex incidents.

You will read server-side code, query databases, and use Datadog and Kibana/OpenSearch to verify hypotheses. The role includes on-call rotations, mentoring teammates, and building runbooks for faster resolutions.