Technical Support Engineer - Customer Support (all genders)

SmartRecruiters, Inc.; New York, Northern (NY, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

SCAYLE is seeking a Technical Support Engineer to assist enterprise customers with complex issues across distributed services. You will investigate, diagnose, and resolve problems using Datadog logs, traces, and dashboards, read code, and collaborate with engineering on escalations.

You will own full ticket lifecycles, communicate clearly with customers, participate in on-call rotations, and contribute to internal knowledge bases to reduce recurring incidents.

Qualifications

• 2+ years in Technical Support, Application Support, Site Reliability, or similar role.
• Experience supporting enterprise (B2B) customers, SaaS or cloud-based products.
• Able to read server-side code to trace logic and verify paths.
• Hands-on with observability and central logging tooling (Datadog preferred).
• Strong SQL skills to query relational databases and verify state.
• Familiar with distributed systems concepts and API debugging.

Responsibilities

• Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow evidence to root cause
• 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 from intake to resolution
• Communicate proactively with enterprise customers with clear next steps
• Partner with engineering for escalations - provide reproducible evidence
• Document findings and contribute to internal knowledge bases
• Participate in rotational on-call coverage for high-severity incidents

Skills

Observability tooling

SQL

Distributed systems concepts

HTTP & APIs

Code reading

Cloud/SaaS basics

AI tooling

Education

Bachelor's degree in CS or related field

Tools

Datadog

Kibana/OpenSearch/Elasticsearch

Job description

Technical Support Engineer - Customer Support (all genders)

• Full-time

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.

• 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

• 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

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

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.

Your perks at a glance: Visit our benefits page .
(Please note that benefits may vary depending on the location)