Technical Support Engineer

TL;DR

Technical Support Engineer (PHP/SaaS): Investigate technical issues for enterprise eCommerce customers with an accent on observability tooling, code analysis, and distributed systems diagnostics. Focus on tracing root causes via logs, traces, metrics, partnering with engineering teams, and managing customer escalations.

Location: Domstraße 10, Hamburg, Germany (onsite office). Help with relocation and visa process.

Compensation: EUR 58,000 - 70,000 yearly

Company

Fastest-growing enterprise commerce platform enabling brands and retailers to realize D2C ambitions, with a focus on innovation, data, and international collaboration.

What you will do

• Investigate customer-reported issues by analyzing symptoms, forming hypotheses, and tracing root causes.
• Use observability tools like Datadog for logs, traces, metrics, and dashboards across distributed services.
• Read code in multiple repositories, query databases, and debug HTTP/API flows to verify and reproduce issues.
• Manage tickets through full lifecycle, provide proactive customer communication, and handle escalations to engineering.
• Document findings, contribute to knowledge bases, and identify patterns for systemic improvements.
• Participate in rotational on-call for high-severity incidents, including evenings and weekends.

Requirements

• Comfortable reading PHP code (ideally one other language) to trace logic.
• Hands-on experience with observability/logging tools (Datadog preferred, Kibana/OpenSearch/Elasticsearch a plus).
• Solid SQL skills for querying relational databases and understanding data models.
• Knowledge of distributed systems concepts, HTTP/API debugging, DNS, REST, and webhooks.
• Familiarity with cloud-based multi-tenant SaaS architectures and tenant isolation.

Nice to have

• Experience with central logging platforms like Kibana/OpenSearch/Elasticsearch.
• Understanding of tenant isolation and configuration delivery in SaaS.

Culture & Benefits

• Flexible working times and agile cross-functional teams.
• Modern office in Hamburg city center, dog-friendly, with fresh fruits/drinks.
• 40% discount on ABOUT YOU shop, language/sports courses, Wellpass membership.
• Subsidized public transport, free hardware choice (Mac/Windows/Linux) for private use.
• Company pension plan, professional training, international environment with English as company language.

Hiring process

• Apply online via career page; response as soon as possible.