Technical Support Engineer

Company Description SCAYLE is one of the fastest-growing enterprise commerce platforms in the world, enabling brands and retailers to realize their D2C ambitions. SCAYLE stands for innovation, international collaboration, and a strong focus on data. We believe that stepping outside of our comfort zone and making bold decisions is key to growing both professionally and personally. Instead of seeing problems as obstacles, we approach them as opportunities to find better solutions. We work in an environment that encourages flexibility, creativity, and continuous development. What drives us is the shared motivation to make an impact and actively shape the future of eCommerce. Job Description Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to root causeUse observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed servicesRead code across multiple repositories to verify hypotheses and trace request flows.Query databases when needed to confirm system state and reproduce issuesManage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chainCommunicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation managementPartner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for customer impactDocument findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvementsParticipate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours Qualifications 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical roleProven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environmentComfortable reading server-side code in at least one language to trace logic and verify code pathsHands-on experience with observability and central logging tooling - Datadog preferred; familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plusComfortable searching logs, reading distributed traces, querying metricsSolid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data modelsWorking knowledge of distributed systems concepts — async vs. synchronous communication, queues, retries, idempotency, eventual consistencyComfort with HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flowsFamiliarity with cloud-based, multi-tenant SaaS architectures - understanding tenant isolation and configuration delivery is a strong advantageComfortable using AI tools in your daily work, and curious about where they can take you further Nice to Have Experience reading PHP - our platform is largely PHP, so this will help you get up to speed fasterExperience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)Prior incident management or major-incident response experienceFamiliarity with PSP integrations, OMS, PIM, or search platforms Additional Information All your information will be kept confidential according to EEO guidelines. Your perks at a glance: Visit our benefits page. Simply apply online via our career page - we will get back to you as soon as possible! (Please note that benefits may vary depending on the location) A Place Where You Can Be You We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and fairness.