Technical Support Engineer - Customer Support (all genders)

Aboutyougmbh; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Aboutyougmbh seeks an experienced Technical Support Engineer to investigate enterprise issues and diagnose root causes across distributed services. You will use observability tooling like Datadog to trace requests and verify hypotheses while reading server-side code to confirm paths.

You will manage tickets end-to-end, communicate with customers professionally, and collaborate with engineering on escalations. A background in SaaS or cloud-based products and SQL testing is essential.

Qualifications

• 2+ years in a Technical Support or adjacent technical role.
• Experience supporting enterprise (B2B) customers in a SaaS or cloud product.
• Comfort reading server-side code to trace logic and verify paths.

Responsibilities

• Investigate issues reported by enterprise customers and diagnose root cause.
• Use Datadog logs, traces, metrics, and dashboards to diagnose distributed services.
• Read code across repositories to verify hypotheses and trace request flows.
• Query relational databases to confirm system state and reproduce issues.
• Manage tickets end-to-end from intake to resolution across support to engineering.
• Communicate proactively with enterprise customers with clear updates and expectations.
• Collaborate with engineering for escalation and provide reproducible evidence.
• Document findings and contribute to knowledge bases for systemic improvements.
• Participate in rotational on-call coverage for high-severity incidents.

Skills

Technical support

Enterprise SaaS knowledge

SQL querying

Distributed systems concepts

API debugging

Tools

Datadog

Kibana/OpenSearch

Elasticsearch

curl

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 to 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.

• Your perks at a glance: Visit our benefits page .

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.