Senior Technical Support Engineer - Customer Support (all genders)

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

Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to the root cause

• Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services
• Read code across multiple repositories to verify hypotheses and trace request flows
• Query databases when needed to confirm system state and reproduce issues
• Manage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chain
• Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
• Partner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for customer impact
• Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements
• Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours
• Take ownership of a technical domain within the platform and act as the reference point for the team in that area
• Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the team relies on
• Analyse recurring failure patterns to drive platform improvements, and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teams
• Apply AI tooling to our daily work - evaluate tools and agents, identify where they add leverage, and share what works with the team
• Support the onboarding of new team members and help raise the standard for technical investigation and customer communication

Requirements

• 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 in at least one language to trace logic and verify code paths
• Hands-on experience with observability and central logging tooling - Datadog preferred; familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
• Comfortable searching logs, reading distributed traces, querying metrics
• Solid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models
• Working knowledge of distributed systems concepts - async vs. synchronous communication, queues, retries, idempotency, eventual consistency
• Comfort with HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flows
• Familiarity with cloud-based, multi-tenant SaaS architectures - understanding tenant isolation and configuration delivery is a strong advantage
• Hands-on with AI tooling - you already use AI in your daily work and have gone beyond typing into a chat window: built an agent, automated a workflow, written something against an API, or experimented seriously in your own time

Nice to Have

• Experience reading PHP - our platform is largely PHP, so this will help you get up to speed faster
• Experience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)
• Prior incident management or major-incident response experience.
• Familiarity with PSP integrations, OMS, PIM, or search platforms

All your information will be kept confidential according to EEO guidelines.

Your perks at a glance: Visit our benefits page .

(Please note that benefits may vary depending on the location)

A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.

Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.

What we stand for internally, we stand for as a brand: acceptance, inclusion, and fairness.