Senior Technical Support Engineer (Ecommerce)

Location: New York, NY, USA

Company

SCAYLE is an enterprise commerce platform that helps brands and retailers build direct-to-consumer businesses, with a focus on innovation, international collaboration, and data.

What you will do

• Investigate technical issues reported by enterprise customers, analyze symptoms, form hypotheses, and identify root causes.
• Use Datadog logs, traces, metrics, dashboards, and database queries to diagnose issues across distributed services.
• Read code across multiple repositories and trace request flows to verify hypotheses and reproduce issues.
• Manage tickets through intake, investigation, resolution, and engineering escalation while providing customers with structured updates.
• Document findings, maintain investigation playbooks and runbooks, and identify recurring failure patterns for platform improvements.
• Participate in rotational on-call coverage for high-severity incidents and support onboarding and technical knowledge sharing.

Requirements

• Ability to read server-side code in at least one programming language and verify code paths.
• Hands-on experience with observability and centralized logging tools, preferably Datadog, plus logs, distributed traces, and metrics.
• Solid SQL skills for querying relational databases, reproducing issues, and understanding data models.
• Working knowledge of distributed systems, including queues, retries, idempotency, and eventual consistency.
• Experience debugging HTTP and APIs using curl, response headers, status codes, DNS, REST, and webhooks.
• Hands-on use of AI tooling, including agents, API integrations, or automated workflows.

Nice to have

• Experience reading PHP.
• Experience with e-commerce or digital commerce platforms, including storefronts, checkout, payments, catalogs, or order management.
• Incident management or major-incident response experience.
• Familiarity with PSP integrations, OMS, PIM, or search platforms.

Culture & Benefits

• Environment focused on flexibility, creativity, continuous development, inclusion, acceptance, and fairness.
• Enterprise customer support includes rotational evening and weekend on-call coverage for incidents outside business hours.
• Benefits vary depending on location.

Hiring process

• Apply online through the career page.