Technical Support Engineer - Customer Support (all genders)
Core
Investigate technical issues for enterprise customers by analyzing symptoms, tracing request flows, and diagnosing problems across distributed services using observability tooling and code review.
Role type
Senior IC Technical Support Engineer (SaaS/Enterprise)
Builds
Resolution of high-severity incidents and systemic improvements for enterprise commerce platforms
Domain
Enterprise eCommerce / SaaS / Cloud Infrastructure
Deliverable
client delivery
Required skills
SQL, observability tooling (Datadog, Kibana, OpenSearch), distributed systems concepts, HTTP/API debugging, server-side code reading, incident management
Preferred skills
PHP, e-commerce platform experience (storefront, checkout, payments), major-incident response, PSP/OMS/PIM integrations
Technologies
Datadog, Kibana, OpenSearch, Elasticsearch, SQL, REST, Webhooks, PHP
Responsibilities
Diagnose issues across distributed services using logs, traces, and metrics; Read code to verify hypotheses and trace request flows; Query databases to confirm system state and reproduce issues; Manage tickets through full lifecycle; Communicate proactively with enterprise customers; Partner with engineering teams for escalations; Document findings and surface recurring patterns; Participate in rotational on-call coverage for high-severity incidents
