Senior Technical Support Engineer - Enterprise SaaS

FashionUnited; New York, Northern (NY, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

SCAYLE seeks a Senior Technical Support Engineer to investigate complex issues for enterprise clients and diagnose root causes across distributed services. You will leverage Datadog, read server-side code, and query SQL to reproduce issues.

You will manage tickets end-to-end and communicate clear updates to customers. You will partner with engineering on escalations, document findings, and help build playbooks and runbooks.

Qualifications

• 5+ years of hands-on technical support or systems engineering in a complex B2B SaaS environment.
• Experience supporting enterprise customers in SaaS/cloud environments.
• Proven ability to improve support processes, playbooks and quality standards.
• Mentoring less experienced colleagues is a plus.
• Comfort reading server-side code to trace logic and verify paths.
• Strong observability skills with Datadog; familiarity with Kibana/OpenSearch.

Responsibilities

• Investigate technical issues reported by enterprise customers and diagnose root causes.
• Use observability tooling to identify symptoms and verify hypotheses across distributed services.
• Read code across repositories to trace request flows and reproduce issues.
• Manage tickets through intake to resolution and escalation when needed.
• Communicate proactive, structured updates and clear next steps to customers.
• Document findings and contribute to internal knowledge bases.

Skills

Datadog observability

SQL querying

HTTP API debugging

Distributed systems

Code tracing

On-call support

AI tooling

Documentation

Customer communication

OpenSearch/Kibana

Tools

Datadog

Kibana/OpenSearch

PostgreSQL

curl

Job description

SCAYLE seeks a Senior Technical Support Engineer to investigate complex issues for enterprise clients and diagnose root causes across distributed services. You will leverage Datadog, read server-side code, and query SQL to reproduce issues.

You will manage tickets end-to-end and communicate clear updates to customers. You will partner with engineering on escalations, document findings, and help build playbooks and runbooks.