Senior Technical Support Engineer – Customer Support

This is a fully remote position, open to applicants in New York.

📋 Description

• Investigate technical issues raised by enterprise clients and trace symptoms back to their root causes.

• Utilize Datadog logs, traces, metrics, and dashboards to diagnose problems across distributed services.

• Review code across various repositories to validate hypotheses and trace request flows.

• Execute database queries to verify system status and replicate issues.

• Manage tickets throughout the intake, resolution, and support-to-engineering escalation process.

• Engage proactively with enterprise clients by providing structured updates, outlining clear next steps, and managing expectations.

• Collaborate with engineering teams during escalations by delivering clear issue framing and reproducible evidence.

• Document findings, contribute to internal knowledge repositories, and identify recurring patterns for systemic enhancements.

• Participate in rotational on-call support for high-severity incidents during evenings and weekends.

• Take ownership of a technical domain within the platform and act as the team's reference point.

• Create and maintain investigation playbooks, runbooks, escalation pathways, and knowledge-base content.

• Analyze recurring failure patterns and advocate for platform fixes that impact customers.

• Assess AI tools and agents, identify leveraging opportunities, and share effective practices with the team.

• Support onboarding and elevate standards for technical investigation and customer communications.

⛳️ Requirements

• 5+ years of direct technical support or systems engineering experience in a complex B2B SaaS or enterprise setting.

• Demonstrated experience in supporting enterprise (B2B) clients, preferably in a SaaS or cloud-based product environment.

• Proven ability to enhance support-team operations through documentation, playbooks, processes, and quality standards.

• Experience in supporting or mentoring less experienced team members.

• Capability to read server-side code in at least one programming language to trace logic and verify code paths.

• Practical experience with observability and central logging tools, with a preference for Datadog.

• Familiarity with Kibana, OpenSearch, Elasticsearch, or similar central logging platforms is a strong advantage.

• Proficient in searching logs, interpreting distributed traces, and querying metrics.

• Strong SQL skills, including the ability to query relational databases to confirm system states, replicate issues, and comprehend data models.

• Fundamental understanding of distributed systems concepts, including asynchronous and synchronous communication, queues, retries, idempotency, and eventual consistency.

• Comfort with HTTP and API debugging, including familiarity with 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 significant plus.

• Hands-on experience with AI tools beyond simple chat usage, such as building agents, automating workflows, utilizing APIs, or serious experimentation.

• PHP experience is a plus.

• Experience with e-commerce or digital commerce platforms is a plus.

• Previous incident management or major-incident response experience is beneficial.

• Familiarity with PSP integrations, OMS, PIM, or search platforms is a plus.

🏝️ Benefits

• Options for remote work.

• Potential compensation for rotational on-call coverage (not explicitly specified).

• Benefits vary based on location.

• EEO-compliant workplace.

• Inclusive, accepting, and fair work environment.