Senior Technical Support Engineer - Customer Support (all genders) (AI)

Location: Remote, New York, NY, United States

Salary: USD 88,000–155,000 yearly

Company

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

What you will do

• Investigate technical issues reported by enterprise customers, analyze symptoms, test hypotheses, and identify root causes.
• Use Datadog logs, traces, metrics, dashboards, databases, and server-side code to diagnose issues across distributed services.
• Manage tickets from intake through resolution and coordinate escalations with engineering teams using reproducible evidence and clear customer-impact context.
• Communicate proactively with enterprise customers, provide structured updates, define next steps, and manage expectations.
• Document findings, maintain playbooks, runbooks, escalation paths, and knowledge-base content while identifying recurring failure patterns and platform improvements.
• Participate in rotational evening and weekend on-call coverage, own a technical domain, support onboarding, and evaluate AI tools and agents for daily work.

Requirements

• 5+ years of hands-on technical support or systems engineering experience in a complex B2B SaaS or enterprise environment.
• Experience supporting enterprise B2B customers and improving support-team practices through documentation, playbooks, processes, and quality standards.
• Experience supporting or mentoring less experienced colleagues.
• Ability to read server-side code in at least one language, search logs, interpret distributed traces, query metrics, and use observability and central logging tools; Datadog is preferred.
• Solid SQL skills for verifying system state, reproducing issues, and understanding relational 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, DNS, REST, and webhooks.
• Familiarity with cloud-based, multi-tenant SaaS architectures, including tenant isolation and configuration delivery.
• Hands-on AI tooling experience beyond chat usage, such as building an agent, automating a workflow, using an API, or serious experimentation.

Nice to have

• Experience reading PHP.
• Experience with e-commerce or digital commerce platforms, including storefronts, checkout, payments, catalog, or order management.
• 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

• Remote full-time work; benefits may vary depending on location.
• Rotational on-call coverage includes evenings and weekends for high-severity incidents.
• Work in an environment emphasizing flexibility, creativity, continuous development, inclusion, acceptance, and fairness.
• Confidential handling of application information under EEO guidelines.

Hiring process

• Apply online through the career page.