Technical Support Engineer (Customer Support)

Location: Remote, New York, NY, United States

Salary: USD 74,400–116,400 yearly

Company

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

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, databases, and code across multiple repositories to diagnose issues in distributed services.
• Manage support tickets from intake through resolution across the support-to-engineering escalation chain.
• Communicate structured updates, next steps, and expectations to enterprise customers.
• Partner with engineering teams during escalations, provide reproducible evidence, and advocate for customer impact.
• Document findings, identify recurring patterns, and participate in rotational on-call coverage for high-severity incidents during evenings and weekends.

Requirements

• At least 2 years of experience in Technical Support, Application Support, Site Reliability, or an adjacent technical role.
• Experience supporting enterprise B2B customers, ideally in a SaaS or cloud-based product environment.
• Ability to read server-side code in at least one language and trace logic and code paths.
• Hands-on experience with observability and central logging tools; Datadog is preferred.
• Ability to search logs, read distributed traces, and query metrics.
• Solid SQL skills for verifying system state, reproducing issues, and understanding data models.
• Working knowledge of distributed systems concepts, including asynchronous and synchronous communication, queues, retries, idempotency, and eventual consistency.
• Comfort with HTTP and API debugging, including curl, response headers, status codes, basic DNS, REST, and webhooks.
• Familiarity with cloud-based, multi-tenant SaaS architectures and comfort using AI tools in daily work.

Nice to have

• Experience reading PHP.
• Experience with eCommerce or digital commerce platforms, including storefronts, checkout, payments, catalogs, or order management.
• Prior incident management or major-incident response experience.
• Familiarity with PSP integrations, OMS, PIM, or search platforms.
• Familiarity with Kibana, OpenSearch, Elasticsearch, or similar central logging platforms.

Culture & Benefits

• Work in an environment focused on flexibility, creativity, continuous development, inclusion, acceptance, and fairness.
• Participate in rotational on-call coverage for high-severity incidents, including evenings and weekends.
• Benefits are available, with details varying by location.
• Applications are submitted online through the career page.