Senior Enterprise Support Engineer — Observability & Escalations

About You

New York (NY)

Hybrid

USD 120,000 - 160,000

Full time

3 days ago

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Job summary

SCAYLE is seeking a Senior Technical Support Engineer for Customer Support to investigate complex enterprise issues, diagnose with Datadog and logs, and collaborate with engineering on root causes. You will read code, run SQL queries, and communicate clear updates to high-value customers.

The role includes on-call rotations and knowledge-base improvements. Responsibilities include full-ticket lifecycle management, escalation framing, and developing runbooks and playbooks to prevent recurring

Qualifications

Hands-on technical support in a complex B2B SaaS environment.
Experience supporting enterprise customers, ideally in a SaaS or cloud-based product environment.
Familiarity with observability and central logging tooling (Datadog, Kibana/OpenSearch).
Strong SQL skills to verify data models and reproduce issues.
Comfort with HTTP and API debugging (curl, REST).
Experience creating playbooks, docs, and processes to improve support.
Ability to read server-side code to trace logic and verify paths.

Responsibilities

Investigate technical issues reported by enterprise customers and trace root causes.
Use Datadog to diagnose issues across distributed services.
Read code across repositories to verify hypotheses and trace requests.
Query databases to confirm system state and reproduce issues.
Manage tickets end-to-end within the support→engineering escalation chain.
Communicate proactive, structured updates and next steps to customers.
Collaborate with engineering to frame issues and provide reproducible evidence.
Document findings and contribute to internal knowledge bases.