Technical Support Engineer - Customer Support (all genders)

SCAYLE; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

SCAYLE is seeking an experienced technical support professional to diagnose complex enterprise issues across distributed services. You will leverage Datadog and other observability tooling, read server-side code, and communicate clear updates to clients while guiding escalation with engineering teams.

The role requires hands-on debugging, strong SQL skills, and comfort with cloud-based multi-tenant architectures. You will participate in on-call rotations and contribute to knowledge bases.

Qualifications

• 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role.
• Experience supporting enterprise (B2B) customers in SaaS/cloud environments.
• Able to read server-side code to trace logic and verify code paths.
• Hands-on with observability and logging tooling, Datadog preferred.
• Comfortable querying logs, traces, metrics, and SQL.
• Knowledge of cloud-based, multi-tenant SaaS architectures.
• Familiar with API debugging and HTTP basics.

Responsibilities

• 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 and 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

Skills

Tech support experience

Enterprise SaaS support

Reading server-side code

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 and 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: 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.