Junior 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 - gather symptoms, run the established checks, and work to root cause on standard and less complex cases. Senior colleagues guide you on the harder onesUse observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across system servicesRead and trace code paths across repositories to verify bug reports and follow request flowsRun database queries (SQL) to confirm system state, check customer data, and reproduce reported issuesOwn your assigned tickets through their full lifecycle, from intake to resolution or escalation, keeping information organised throughoutCommunicate clearly and professionally with enterprise customers - structured status updates and clear expectationsPrepare escalations properly: package context, steps to reproduce, and your initial findings before handing complex issues to engineeringBuild technical depth - work through a structured ramp-up plan, grow your knowledge of one platform area, and take on progressively more complex cases as you do Qualifications First professional experience in Technical Support, Application Support, or a similar technical role or a relevant technical degree, bootcamp, or demonstrable self-taught experience (personal projects, open source, etc)Exposure to supporting enterprise (B2B) users or customers, ideally with SaaS or cloud-based applicationsAble to read server-side code in at least one language and follow program logic. Our platform is largely PHP, so experience reading PHP is an advantageFamiliarity with observability or central logging platforms (Datadog, Kibana, Grafana, Elasticsearch or similar) - you can search logs, read a trace, and check a metric, or you are close to itFundamental SQL - able to write basic queries (SELECT, JOIN, WHERE) to inspect data and verify system stateUnderstanding of core distributed systems concepts: APIs, queues, request retriesWorking knowledge of HTTP and web technologies - REST APIs, status codes, request headers, and tools like curl or PostmanClear, professional written English. You will be commuicating directly with enterprise customers from early onYou already use AI tools to learn faster and work through problems, and can tell us what you use them for 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)Personal projects, open source, or documentation contributions - anything showing you learn by buildingExperience in a customer-facing role 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.