Senior Technical Support Engineer – Customer Support

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

📋 Description

• Investigate technical challenges reported by enterprise clients and determine root causes.

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

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

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

• Oversee support tickets from intake through resolution and engineering escalation.

• Engage proactively with enterprise customers by providing structured updates and clear next steps.

• Collaborate with engineering teams by offering clear issue definitions and reproducible evidence.

• Document findings and contribute to internal knowledge repositories.

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

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

• Develop and maintain investigation playbooks, runbooks, escalation procedures, and knowledge-base content.

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

• Evaluate and incorporate AI tools into daily support operations.

• Support onboarding processes 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) customers, preferably within a SaaS or cloud-based product environment.

• Proven track record of enhancing support-team documentation, playbooks, processes, and quality standards.

• Experience in supporting or mentoring less experienced team members.

• Proficient in reading server-side code in at least one programming language.

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

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

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

• Strong SQL skills with the ability to query relational databases.

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

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

• Understanding of cloud-based, multi-tenant SaaS architectures.

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

• PHP experience is a plus.

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

• Previous experience in incident management or major incident response is a plus.

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

🏝️ Benefits

• Flexible work environment.

• Continuous development opportunities.

• Remote work option.

• Benefits may vary depending on location.

• EEO-compliant workplace focused on acceptance, inclusion, and fairness.