Senior Technical Support Engineer (SaaS)

Location: New York, NY, USA

Company

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

What you will do

• Investigate technical issues reported by enterprise customers and trace symptoms to root causes across distributed services.
• Use Datadog logs, traces, metrics, dashboards, database queries, and code analysis to diagnose and reproduce issues.
• Manage support tickets through resolution and coordinate escalations with engineering teams using clear evidence and impact analysis.
• Communicate proactively with customers and provide structured updates, next steps, and expectation management.
• Develop investigation playbooks, runbooks, escalation paths, and knowledge base content while identifying recurring failure patterns.
• Participate in rotational on-call coverage, support onboarding, own a technical domain, and evaluate AI tools for daily support work.

Requirements

• 5+ years of hands-on technical support or systems engineering experience in a complex B2B SaaS or enterprise environment.
• Experience supporting enterprise customers and improving support-team documentation, playbooks, processes, or quality standards.
• Ability to read server-side code, investigate logs and distributed traces, query relational databases with SQL, and understand data models.
• Working knowledge of distributed systems, queues, retries, idempotency, eventual consistency, HTTP, REST, webhooks, DNS, and API debugging.
• Familiarity with cloud-based, multi-tenant SaaS architectures, including tenant isolation and configuration delivery.
• Hands-on use of AI tooling beyond chat interfaces, such as building an agent, automating a workflow, or working with an API.

Nice to have

• Experience reading PHP.
• Experience in 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.
• Experience with Kibana, OpenSearch, Elasticsearch, or similar central logging platforms.

Culture & Benefits

• Environment focused on innovation, international collaboration, data, flexibility, creativity, and continuous development.
• Inclusive workplace built around acceptance, fairness, and respect for different backgrounds and perspectives.
• Benefits vary depending on the work location.
• Confidential handling of candidate information in accordance with EEO guidelines.

Hiring process

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