Junior Technical Support Engineer (PHP)

Location: Hamburg, Germany

Salary: €50,000–€60,000 per year

Company

SCAYLE is an enterprise commerce platform that helps brands and retailers build and operate direct-to-consumer commerce experiences.

What you will do

• Investigate technical issues reported by enterprise customers and work toward root cause on standard and less complex cases.
• Use Datadog logs, traces, metrics, and dashboards to diagnose issues across platform services.
• Trace code paths across repositories and use SQL queries to verify system state, inspect customer data, and reproduce issues.
• Own support tickets from intake through resolution or escalation while maintaining clear documentation.
• Communicate status and expectations to enterprise customers and prepare structured escalations for engineering.
• Develop deeper platform expertise through a structured ramp-up plan and progressively handle more complex cases.

Requirements

• First experience in Technical Support, Application Support, or a similar technical role, or relevant education, bootcamp, or demonstrable self-taught experience.
• Exposure to enterprise B2B customers, ideally in SaaS or cloud-based applications.
• Ability to read server-side code and follow program logic; PHP experience is useful for this platform.
• Familiarity with observability or logging tools such as Datadog, Kibana, Grafana, or Elasticsearch.
• Fundamental SQL skills and understanding of APIs, queues, request retries, HTTP, REST APIs, status codes, headers, curl, or Postman.
• Clear, professional written English is required, as the role involves direct communication with enterprise customers.

Nice to have

• Experience with e-commerce or digital commerce platforms, including storefronts, checkout, payments, catalogs, or order management.
• Personal projects, open-source work, or documentation contributions.
• Experience in a customer-facing role.

Culture & Benefits

• Work in an international environment focused on innovation, collaboration, data, and continuous development.
• Flexibility, creativity, inclusion, acceptance, and fairness are part of the working culture.
• Benefits are available and may vary depending on location.

Hiring process

• Apply online through the company career page.
• The recruiting team will follow up after reviewing the application.