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 identify root causes.

• Utilize Datadog logs, traces, metrics, and dashboards to diagnose problems across 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.

• Maintain proactive communication with enterprise clients through structured updates and clear next steps.

• Collaborate with engineering teams during escalations by providing reproducible evidence and articulating customer impact.

• Document findings and contribute to internal knowledge repositories.

• Recognize recurring patterns and promote systemic enhancements.

• Engage 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.

• Proven track record in 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 central logging tools; Datadog is preferred.

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

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

• Strong SQL capabilities.

• Working knowledge of distributed systems concepts, including 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 utilizing AI tools in daily tasks.

• Experience reading PHP is a plus.

• Experience in e-commerce or digital commerce platforms is advantageous.

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

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

🏝️ Benefits

• Flexible remote work options.

• On-call coverage for high-severity incidents.

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

• Inclusive, accepting, and fair work environment.