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.

• Analyze symptoms, formulate hypotheses, and follow evidence to determine root causes.

• Utilize Datadog logs, traces, metrics, and dashboards to troubleshoot distributed-service issues.

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

• Query databases to verify system status and reproduce issues.

• Oversee tickets throughout their entire lifecycle from intake to resolution.

• Coordinate escalations from support to engineering.

• Proactively communicate with enterprise clients through structured updates, clear next steps, and expectation management.

• Collaborate with engineering teams by articulating issues clearly, providing reproducible evidence, and advocating for customer impact.

• Document discoveries and contribute to internal knowledge bases.

• Identify recurring patterns to facilitate systemic improvements.

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

⛳️ Requirements

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

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

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

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

• Strong SQL skills.

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

• Comfortable with 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 strong benefit.

• Comfortable utilizing AI tools in daily tasks.

• Experience reading PHP is a plus.

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

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

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

🏝️ Benefits

• Benefits available through the company's benefits page.

• Benefits may vary based on location.

• Flexible work environment.

• Continuous development opportunities.

• Rotational on-call coverage for high-severity incidents.