Senior Enterprise Tech Support Engineer

SCAYLE; New York, Northern (NY, KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

SCAYLE is seeking a Senior Technical Support Engineer to join our Customer Support team in NYC. You will investigate enterprise issues, diagnose with Datadog and logs, and collaborate with engineering to resolve root causes. You will own technical domains and contribute to playbooks.

The role involves on-call rotations, strong communication with enterprise customers, and ongoing knowledge base improvements. On-site in New York with a fast-growing, innovative platform.

Qualifications

• 5+ Years: Hands-on technical support or systems engineering in a complex B2B SaaS or enterprise environment.
• Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment.
• Experience improving how a support team works: documentation, playbooks, processes, quality standards.
• Experience supporting or mentoring less experienced colleagues.
• Comfortable reading server-side code to trace logic and verify paths.
• Hands-on with observability and central logging tooling e.g. Datadog; Kibana/OpenSearch familiarity is a plus.
• Comfortable searching logs, reading traces, querying metrics.
• Solid SQL skills to verify state and data models.
• Knowledge of distributed systems concepts and API debugging.

Responsibilities

• Investigate technical issues reported by enterprise customers and trace to root cause.
• Use observability tools (Datadog) to diagnose issues across distributed services.
• Read code to verify hypotheses and trace request flows.
• Query databases to confirm system state and reproduce issues.
• Manage tickets end-to-end across the support–engineering escalation chain.
• Communicate proactively with customers with structured updates and clear next steps.
• Escalate with engineering when needed and provide reproducible evidence.
• Contribute to knowledge bases and runbooks to drive improvements.

Skills

Technical support experience

Enterprise customers

SQL

HTTP/API debugging

Datadog

AI tooling

On-call experience

Tools

Datadog

Kibana/OpenSearch

SQL tooling

REST tools (curl)

Job description

SCAYLE is seeking a Senior Technical Support Engineer to join our Customer Support team in NYC. You will investigate enterprise issues, diagnose with Datadog and logs, and collaborate with engineering to resolve root causes. You will own technical domains and contribute to playbooks.

The role involves on-call rotations, strong communication with enterprise customers, and ongoing knowledge base improvements. On-site in New York with a fast-growing, innovative platform.