Technical Support Engineer (PHP)

TL;DR

Technical Support Engineer (PHP/SaaS): Investigating and resolving technical issues for enterprise eCommerce customers with an accent on root cause analysis and observability. Focus on diagnosing distributed systems using Datadog, analyzing PHP code, and collaborating with engineering teams to drive systemic improvements.

Location: Hamburg, Germany (Relocation and VISA support provided)

Salary: €58,000 – €70,000 yearly

Company

SCAYLE is a fast-growing enterprise commerce platform enabling brands and retailers to realize their D2C ambitions through innovation and data-driven decisions.

What you will do

• Analyze technical issues reported by enterprise customers and perform root cause analysis.
• Diagnose issues across distributed services using Datadog (logs, traces, metrics).
• Review PHP code and query relational databases to verify hypotheses and system state.
• Manage the full ticket lifecycle and communicate proactively with enterprise clients.
• Partner with engineering teams to escalate bugs with reproducible evidence.
• Participate in rotational on-call coverage for high-severity incidents.

Requirements

• Ability to read and trace logic in PHP code.
• Experience with observability tools like Datadog, Kibana, or Elasticsearch.
• Strong SQL skills for querying relational databases and understanding data models.
• Knowledge of distributed systems (async vs synchronous) and SaaS architectures.
• Proficiency in HTTP and API debugging (curl, REST, webhooks).
• Must be based in or able to relocate to Hamburg, Germany.

Culture & Benefits

• Flexible working hours and a dog-friendly office in Hamburg city center.
• Free choice of hardware and OS (Mac, Windows, Linux) for professional and private use.
• Subsidized public transportation and company pension plan.
• 40% discount on the hirify.global online shop.
• Professional training and language courses in German and English.