Senior Technical Support Engineer - Customer Support (all genders)

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

Benefits offered by this job

A Place Where You Can Be You

Benefits vary by location

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

Company Description

SCAYLE is one of the fastest-growing enterprise commerce platforms in the world, enabling brands and retailers to realize their D2C ambitions. SCAYLE stands for innovation, international collaboration, and a strong focus on data. We believe that stepping outside of our comfort zone and making bold decisions is key to growing both professionally and personally. Instead of seeing problems as obstacles, we approach them as opportunities to find better solutions. We work in an environment that encourages flexibility, creativity, and continuous development. What drives us is the shared motivation to make an impact and actively shape the future of eCommerce.

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

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 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

Additional Information

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.