Technical Support Engineer - Customer Support (AI)

Location: New York, NY, USA

Company

SCAYLE is an enterprise commerce platform that helps brands and retailers build direct-to-consumer businesses through a data-focused SaaS product.

What you will do

• Investigate technical issues reported by enterprise customers, form hypotheses, and identify root causes.
• Use Datadog logs, traces, metrics, dashboards, and other observability tools to diagnose distributed services.
• Read server-side code across repositories, query relational databases, and reproduce issues when needed.
• Manage support tickets through intake, resolution, and engineering escalation.
• Communicate customer updates, document findings, and identify recurring patterns for systemic improvements.
• Participate in rotational on-call coverage for high-severity incidents, including evenings and weekends.

Requirements

• At least 2 years of experience in technical support, application support, site reliability, or a related technical role.
• Experience supporting enterprise B2B customers in a SaaS or cloud-based product environment.
• Ability to read server-side code, investigate logs and distributed traces, query metrics, and use SQL.
• Knowledge of distributed systems, including queues, retries, idempotency, eventual consistency, and synchronous versus asynchronous communication.
• Experience with HTTP and API debugging, including curl, response headers, status codes, DNS, REST, and webhooks.
• Familiarity with cloud-based, multi-tenant SaaS architectures and tenant isolation.

Nice to have

• Experience reading PHP.
• Experience with e-commerce or digital commerce platforms.
• Incident management or major-incident response experience.
• Familiarity with Kibana, OpenSearch, Elasticsearch, PSP integrations, OMS, PIM, or search platforms.

Culture & Benefits

• Full-time position in an environment focused on innovation, international collaboration, flexibility, creativity, and continuous development.
• Inclusive workplace emphasizing acceptance, fairness, and respect for different backgrounds and perspectives.
• Benefits vary depending on location.

Hiring process

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