Technical Support Engineer - Customer Support (all genders)

JobCubby; New York, Northern (NY, KY); Hybrid; USD 90,000 - 150,000; Full time

Job summary

SCAYLE in New York seeks an Enterprise Support/SRE-oriented specialist to troubleshoot and resolve complex issues for enterprise customers. You will read server-side code, leverage Datadog, and collaborate with engineering to improve observability and prevent incidents.

You will participate in on-call rotations, communicate clearly with customers, and contribute to knowledge bases to drive systemic improvements.

Qualifications

• 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role.
• Experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment.
• 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 Kibana/OpenSearch/Elasticsearch is a strong plus.
• Solid SQL skills - able to query relational databases to verify system state and reproduce issues.
• Working knowledge of distributed systems concepts — async vs. synchronous communication, queues, retries, idempotency, eventual consistency.
• Comfortable with HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flows.
• Familiarity with cloud-based, multi-tenant SaaS architectures - tenant isolation and configuration delivery is a strong advantage.
• Comfortable using AI tools in daily work and curious about their potential.

Responsibilities

• Investigate technical issues reported by enterprise customers and diagnose root causes.
• 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).

Skills

Technical Support

Enterprise support

Code reading

SQL

Distributed systems

API debugging

Cloud SaaS

AI tools

PHP (Nice to have)

Logging & Observability

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 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

Qualifications

• 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role
• Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment
• 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
• Comfortable using AI tools in your daily work, and curious about where they can take you further

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:

(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.