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 identify root causes.

• 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 state and replicate issues.

• Oversee support tickets from intake through escalation to resolution.

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

• Collaborate with engineering teams during escalations by presenting clear issue descriptions and reproducible evidence.

• Document insights and contribute to internal knowledge repositories.

• Identify recurring patterns to facilitate systemic enhancements.

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

⛳️ Requirements

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

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

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

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

• Familiarity with Kibana, OpenSearch, Elasticsearch, or equivalent platforms is a significant advantage.

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

• Strong SQL skills.

• Working knowledge of concepts related to distributed systems, 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.

• Comfortable incorporating AI tools into daily tasks.

• Experience with 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

• Options for remote work.

• Compensation for rotational on-call coverage during evenings and weekends.

• Comprehensive benefits package (details available on the benefits page; may vary based on location).

• An inclusive and welcoming workplace culture.

• A professional environment focused on continuous development.