Senior Technical Support Engineer – Customer Support

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

📋 Description

• Investigate technical concerns raised by enterprise clients and identify underlying causes.

• Utilize Datadog logs, traces, metrics, and dashboards for diagnosing 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 support tickets from initial intake through resolution and manage the support-to-engineering escalation process.

• Maintain proactive communication with enterprise customers through structured updates, clear next steps, and managing expectations.

• Collaborate with engineering teams during escalations by articulating issues, supplying reproducible evidence, and advocating for customer impact.

• Document findings, contribute to internal knowledge bases, and recognize recurring patterns for systemic enhancements.

• Participate in rotational on-call duties 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 update investigation playbooks, runbooks, escalation paths, and knowledge-base content.

• Analyze recurring failure patterns and promote fixes that impact customers on the platform.

• Assess and implement AI tools in daily operations, sharing effective strategies with the team.

• Assist in onboarding new team members and enhance standards for technical investigations and customer communication.

⛳️ Requirements

• 5+ years of practical 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 track record of enhancing support team operations through documentation, playbooks, processes, and quality benchmarks.

• Experience in supporting or mentoring junior colleagues.

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

• Hands-on experience with observability and central logging tools; knowledge of Datadog is preferred.

• Familiarity with Kibana, OpenSearch, Elasticsearch, or similar central logging platforms is highly advantageous.

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

• Strong SQL abilities, including querying relational databases to verify system state, replicate issues, and comprehend data models.

• Working knowledge of distributed systems concepts, such as asynchronous and synchronous communication, queues, retries, idempotency, and eventual consistency.

• Proficient in HTTP and API debugging, including 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 advantage.

• Practical experience with AI tools beyond chat interfaces, such as building agents, automating workflows, utilizing APIs, or substantial experimentation.

• Experience with PHP code is a plus.

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

• Background in incident management or major-incident response is a plus.

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

🏝️ Benefits

• Options for remote work.

• Participation in rotational on-call duties for high-severity incidents (evenings and weekends).

• Confidential handling of personal information in accordance with EEO guidelines.

• Benefits and perks available as outlined on the company benefits page (may vary by location).