Technical Support Engineer - Customer Support (all genders)

Description

The company runs an enterprise commerce platform that helps brands and retailers grow direct-to-consumer sales. It is one of the fastest-growing platforms of its kind, works across borders and puts a strong emphasis on data.

You will sit in customer support and work on technical problems that enterprise customers raise, moving between support and engineering as issues require.

Responsibilities

• Work out the cause of technical problems raised by enterprise customers by testing symptoms, forming theories and following the evidence until you find the root cause.
• Use Datadog logs, traces, metrics and dashboards to diagnose faults across distributed services.
• Read code in several repositories to check your theories and follow request paths.
• Query databases when needed to confirm system state and reproduce problems.
• Own tickets from intake to resolution, including escalations from support to engineering.
• Keep customers informed with structured updates, clear next steps and realistic expectations.
• When escalating, explain the problem clearly, supply reproducible evidence and argue for the customer's impact.
• Record findings, add to the internal knowledge base and flag recurring patterns that call for lasting fixes.
• Take part in an on-call rotation for high-severity incidents during evenings and weekends, when problems cannot wait for business hours.

Requirements

• At least 2 years in technical support, application support, site reliability or a closely related technical role.
• A proven record supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product setting.
• Able to read server-side code in at least one language to follow logic and verify code paths.
• Hands-on use of observability and central logging tools. Datadog preferred. Kibana, OpenSearch, Elasticsearch or similar are a strong plus.
• Skilled at searching logs, reading distributed traces and querying metrics.
• Solid SQL for querying relational databases, checking system state, reproducing issues and understanding data models.
• Working knowledge of distributed systems, including sync versus async communication, queues, retries, idempotency and eventual consistency.
• Comfortable debugging HTTP and APIs with curl, response headers, status codes, basic DNS, REST and webhook flows.
• Understanding of multi-tenant SaaS architectures, including tenant isolation and configuration delivery, is a strong advantage.
• Use AI tools in your daily work and interested in taking that use further.
• Reading PHP will help you get up to speed faster, since the platform is largely written in it.
• Experience in e-commerce or digital commerce, covering 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 shifts cover evenings and weekends on a rotating basis.

Applicant information is handled confidentially under EEO guidelines.

Benefits

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