Senior Technical Support Engineer - Customer Support (all genders)
Core
Investigate technical issues for enterprise B2B SaaS customers by analyzing symptoms, tracing request flows, and diagnosing root causes across distributed services.
Role type
Senior Technical Support Engineer (Systems Engineering)
Builds
Resolution of high-severity incidents and systemic platform improvements
Domain
Enterprise B2B SaaS / eCommerce
Required skills
Distributed systems debugging, Observability tooling (Datadog), SQL, Server-side code reading, API debugging, Incident management, AI tooling application
Preferred skills
PHP, eCommerce platforms, PSP/OMS/PIM integrations, Major incident response
Technologies
Datadog, Kibana, OpenSearch, Elasticsearch, SQL, HTTP, REST, Webhooks, PHP
Responsibilities
Diagnose root causes of technical issues, Manage ticket lifecycle, Escalate to engineering with reproducible evidence, Document findings and create playbooks, Analyze failure patterns for systemic fixes, Participate in on-call rotation, Apply AI tooling to workflows
Seniority
Senior, hands-on IC
