Technical Support Engineer - Enterprise SaaS (On-Call)

FashionUnited; New York, Northern (NY, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

SCAYLE is seeking a Technical Support Engineer for Customer Support in New York. You will investigate complex enterprise issues, using Datadog to diagnose across distributed services and read server-side code to verify paths.

You will manage tickets end-to-end and coordinate with engineering during escalations. You will communicate updates clearly to enterprise customers, contribute to knowledge bases, and participate in on-call coverage after 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.

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 → 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

Datadog

SQL

HTTP debugging

API debugging

Distributed systems

Cloud SaaS

Logs analysis

PHP

Tools

Kibana

OpenSearch

Elasticsearch

Job description

SCAYLE is seeking a Technical Support Engineer for Customer Support in New York. You will investigate complex enterprise issues, using Datadog to diagnose across distributed services and read server-side code to verify paths.

You will manage tickets end-to-end and coordinate with engineering during escalations. You will communicate updates clearly to enterprise customers, contribute to knowledge bases, and participate in on-call coverage after hours.