Senior Technical Support Engineer - Customer Support (all genders)

Description

The company runs an enterprise commerce platform that helps brands and retailers build direct-to-consumer businesses, and it is growing fast.

The team in customer support handles technical problems raised by enterprise clients and works closely with engineering when a fix is needed.

Responsibilities

• Investigate technical problems raised by enterprise clients, testing theories against the evidence until you reach the root cause.
• Diagnose faults across distributed services using Datadog logs, traces, metrics and dashboards.
• Read code in several repositories to check your theories and follow how requests move through the system.
• Run database queries to confirm the system's state and reproduce problems.
• Own tickets from intake to resolution, moving them between support and engineering when escalation is needed.
• Keep customers informed with structured updates, concrete next steps and realistic expectations.
• When engineering needs to step in, explain the problem clearly, supply reproducible evidence and make the case for the customer impact.
• Write up findings, add to the internal knowledge base and flag patterns that point to wider improvements.
• Take part in an on-call rotation for severe incidents, including evenings and weekends, when enterprise customers cannot wait for business hours.
• Become the go-to expert for one technical area of the platform.
• Create and maintain the investigation playbooks, runbooks, escalation paths and knowledge base articles the team relies on.
• Study recurring failures and argue for fixes with product and platform teams by explaining systemic risk and business impact.
• Test AI tools and agents, find where they save effort, and share what works with the team.
• Help new colleagues get up to speed and raise the bar for investigation and customer communication.

Requirements

• 5+ years of hands-on technical support or systems engineering in a complex B2B SaaS or enterprise environment.
• Ideally, a track record supporting B2B enterprise customers, particularly in SaaS or cloud-based products.
• Experience improving how a support team works, through documentation, playbooks, processes or quality standards.
• Experience supporting or mentoring less experienced colleagues.
• Able to read server-side code in at least one language well enough to trace logic and check code paths.
• Hands-on experience with observability and central logging tools. Datadog is preferred; familiarity with Kibana, OpenSearch, Elasticsearch or similar central logging platforms is a strong plus.
• Skilled at searching logs, reading distributed traces and querying metrics.
• Solid SQL skills, enough to query relational databases, verify system state, reproduce issues and understand data models.
• Working knowledge of distributed systems, including async versus sync communication, queues, retries, idempotency and eventual consistency.
• Comfortable debugging HTTP and APIs with curl, response headers, status codes, basic DNS, REST and webhook flows.
• Familiar with cloud-based, multi-tenant SaaS architectures. Understanding tenant isolation and configuration delivery is a strong advantage.
• Hands-on with AI tooling beyond chat: you have built an agent, automated a workflow, written code against an API, or experimented seriously in your own time.
• Able to read PHP, since the platform is largely written in it.
• Experience with e-commerce or digital commerce platforms such as storefront, checkout, payments, catalog or order management.
• Prior incident management or major-incident response experience.
• Familiarity with PSP integrations, OMS, PIM or search platforms.

Conditions

On-call rotation covers evenings and weekends for high-severity incidents.

Applicant information is handled confidentially in line with EEO guidelines.

Benefits

• Perks are listed on the company's benefits page and may vary by location.