Note: The job is a remote job and is open to candidates in USA. SCAYLE is an enterprise commerce platform that enables brands and retailers to realize their direct-to-consumer ambitions. The Technical Support Engineer will investigate and resolve technical issues for enterprise customers using observability tools, code analysis, database queries, and API debugging, while managing tickets and coordinating escalations with engineering teams. The role also involves documenting findings, identifying recurring issues, and participating in rotational on-call coverage.
Responsibilities
- Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to root cause
- Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services
- Read code across multiple repositories to verify hypotheses and trace request flows
- Query databases when needed to confirm system state and reproduce issues
- Manage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chain
- Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
- Partner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for customer impact
- Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements
- Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours
Skills
- 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role
- Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment
- Comfortable reading server-side code in at least one language to trace logic and verify code paths
- Hands-on experience with observability and central logging tooling - Datadog preferred; familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
- Comfortable searching logs, reading distributed traces, querying metrics
- Solid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models
- Working knowledge of distributed systems concepts — async vs. synchronous communication, queues, retries, idempotency, eventual consistency
- Comfort with HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flows
- Familiarity with cloud-based, multi-tenant SaaS architectures - understanding tenant isolation and configuration delivery is a strong advantage
- Comfortable using AI tools in your daily work, and curious about where they can take you further
- Experience reading PHP - our platform is largely PHP, so this will help you get up to speed faster
- Experience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)
- Prior incident management or major-incident response experience
- Familiarity with PSP integrations, OMS, PIM, or search platforms
Benefits
- Remote work arrangement
Company Overview