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About the Role

Investigate technical issues reported by enterprise customers, analyze symptoms, and determine the root cause using observability tooling and code analysis. Communicate proactively with customers and partner with engineering teams for escalations. Document findings and contribute to knowledge bases to drive systemic improvements. Participate in on-call rotations and take ownership of a technical domain.

Responsibilities

Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to the 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
Take ownership of a technical domain within the platform and act as the reference point for the team in that area
Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the team relies on
Analyse recurring failure patterns to drive platform improvements, and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teams
Apply AI tooling to our daily work - evaluate tools and agents, identify where they add leverage, and share what works with the team
Support the onboarding of new team members and help raise the standard for technical investigation and customer communication

Requirements

5+ Years: Hands-on technical support or systems engineering in a complex B2B SaaS or enterprise environment
Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment
Experience improving how a support team works: documentation, playbooks, processes, quality standards
Experience supporting or mentoring less experienced colleagues
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
Hands-on with AI tooling - you already use AI in your daily work and have gone beyond typing into a chat window: built an agent, automated a workflow, written something against an API, or experimented seriously in your own time

Skills

Datadog
Kibana
OpenSearch
Elasticsearch
SQL
HTTP debugging
API debugging
curl
REST
webhook flows
AI tooling

Experience Level

5+ Years

Salary/Compensations

USD 88000 - USD 155000 - yearly

Benefits

Visit our benefits page.

About the Company

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.

Equal Opportunity

All your information will be kept confidential according to EEO guidelines.
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.