Senior Technical Support Engineer - Customer Support (all genders)
Core
Investigate and resolve complex technical issues for enterprise B2B SaaS customers by analyzing symptoms, tracing request flows, and collaborating with engineering teams.
Role type
Senior Technical Support Engineer (Systems Engineering)
Builds
Enterprise commerce platform stability and customer satisfaction
Domain
B2B SaaS / Enterprise Commerce
Deliverable
client delivery
Required skills
Root cause analysis, observability tooling (Datadog), code reading (server-side), SQL, distributed systems concepts, HTTP/API debugging, cloud multi-tenant architecture, AI tooling
Preferred skills
PHP, e-commerce platforms (storefront, checkout, payments), incident management, PSP/OMS/PIM integrations
Technologies
Datadog, Kibana, OpenSearch, Elasticsearch, SQL, REST, Webhooks, curl
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; manage tickets through full lifecycle; partner with engineering for escalations; document findings and create playbooks/runbooks; analyze failure patterns to drive platform improvements; apply AI tooling to daily workflows; provide on-call support for high-severity incidents.
Seniority
Senior, hands-on IC
