Senior Enterprise Tech Support & Incident Engineer

SCAYLE; United States; Remote; USD 120,000 - 160,000; Full time

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Job summary

SCAYLE is seeking an experienced technical escalation engineer to investigate enterprise issues, diagnose across distributed services, and drive systemic improvements. You will read code, query databases, and manage tickets end-to-end while communicating clear updates to customers.

You will collaborate with engineering on escalation issues, document findings, and contribute to knowledge bases. Role includes on-call coverage and ownership of a technical domain, with opportunities to shape

Qualifications

• 5+ years in hands-on technical support or systems engineering in a complex B2B SaaS or enterprise environment.
• Experience supporting enterprise customers in SaaS or cloud environments.
• Experience improving support processes: documentation, playbooks, quality standards.
• Experience mentoring less experienced colleagues.
• Comfortable reading server-side code to trace logic.
• Datadog and central logging tools experience; Kibana/OpenSearch/Elasticsearch is a plus.
• Comfortable querying metrics and logs across distributed systems.
• Strong SQL skills for data verification and reproduction of issues.
• Understanding async vs. synchronous communication, queues, retries, idempotency.
• Familiar with HTTP APIs, curl, headers, REST flows.
• Experience with multi-tenant SaaS architectures.
• Hands-on with AI tooling in daily work.

Responsibilities

• Investigate technical issues reported by enterprise customers and trace root causes.
• Use observability tooling to diagnose issues across distributed services.
• Read code across repositories to verify hypotheses and trace request flows.
• Query databases to confirm system state and reproduce issues.
• Manage tickets through full lifecycle across support and engineering escalation.
• Communicate proactive, structured updates and next steps to customers.
• Collaborate with engineering to frame issues and advocate for customer impact.
• Document findings and contribute to knowledge bases.
• Participate in rotational on-call for high-severity incidents.
• Own a technical domain and develop investigation playbooks and escalation paths.
• Analyze recurring failures to drive platform improvements and risk framing for product teams.
• Apply AI tooling to improve daily workflows and share learnings.

Skills

Enterprise support

SaaS/Cloud

Observability tooling

SQL

Distributed systems

API debugging

On-call rotation

AI tooling experience

Tools

Datadog

Kibana/OpenSearch/Elasticsearch

Job description

SCAYLE is seeking an experienced technical escalation engineer to investigate enterprise issues, diagnose across distributed services, and drive systemic improvements. You will read code, query databases, and manage tickets end-to-end while communicating clear updates to customers.

You will collaborate with engineering on escalation issues, document findings, and contribute to knowledge bases. Role includes on-call coverage and ownership of a technical domain, with opportunities to shape