Senior Technical Support Engineer – Customer Support

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

📋 Description

• Analyze technical problems reported by enterprise clients and identify root causes of symptoms.

• Utilize Datadog logs, traces, metrics, and dashboards to troubleshoot issues across distributed services.

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

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

• Oversee ticket management from intake to resolution, including support-to-engineering escalation processes.

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

• Collaborate with engineering teams during escalations by providing clear issue definitions and reproducible evidence.

• Document findings, keep internal knowledge bases up to date, and identify recurring trends.

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

• Take ownership of a technical domain and act as the reference point for the team.

• Create and update investigation playbooks, runbooks, escalation procedures, and knowledge-base documents.

• Examine recurring failure trends and advocate for platform fixes that impact customers.

• Assess and implement AI tools and agents to enhance daily workflows.

• Assist with onboarding processes and elevate standards for technical investigations and customer communications.

⛳️ Requirements

• Proficient in reading server-side code in at least one programming language to track logic and confirm code paths.

• Practical experience with observability and centralized logging tools; Datadog experience is preferred.

• Knowledge of Kibana, OpenSearch, Elasticsearch, or similar central logging platforms is highly advantageous.

• Comfortable searching through logs, interpreting distributed traces, and querying metrics.

• Strong SQL skills for querying relational databases, validating system status, reproducing issues, and understanding data models.

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

• Proficient with HTTP and API debugging, including curl, response headers, status codes, basic DNS, REST, and webhook interactions.

• Understanding of cloud-based, multi-tenant SaaS architectures; knowledge of tenant isolation and configuration delivery is a significant advantage.

• Practical experience with AI tools beyond conversational usage, such as building agents, automating workflows, utilizing APIs, or conducting serious experimentation.

• Experience with PHP is a nice-to-have.

• Background in e-commerce or digital commerce platforms is a nice-to-have.

• Prior experience in incident management or major-incident response is a nice-to-have.

• Familiarity with PSP integrations, OMS, PIM, or search platforms is a nice-to-have.

🏝️ Benefits

• Option for remote work (employees can work from home).

• Various benefits and perks available; details can be found on the company benefits page.

• Benefits may differ based on location.

• Rotational on-call responsibilities for high-severity incidents, including evenings and weekends.