Technical Support Engineer – Customer Support

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

📋 Description

• Investigate technical issues reported 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 track request flows.

• Query databases to verify system states and reproduce issues.

• Manage tickets from intake through resolution and support-to-engineering escalation.

• Proactively communicate with enterprise customers by providing structured updates, clear next steps, and managing expectations.

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

• Document findings, contribute to internal knowledge bases, and highlight recurring patterns for systemic improvements.

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

⛳️ Requirements

• 2+ years of experience in Technical Support, Application Support, Site Reliability, or a related technical role.

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

• 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, with a preference for Datadog.

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

• Comfortable with searching logs, interpreting 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.

• 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; knowledge of tenant isolation and configuration delivery is a significant advantage.

• Comfortable using AI tools in daily tasks.

• Experience reading PHP is a plus.

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

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

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

🏝️ Benefits

• Employees have the option to work remotely.

• Benefits and perks are available; further details can be found on the benefits page.

• Benefits may vary based on location.