SCAYLE is a rapidly growing enterprise commerce platform that enables brands and retailers to realize their direct-to-consumer ambitions. We are seeking a Senior Technical Support Engineer for our on-site team in New York, United States.

What you will do - Investigate technical issues reported by enterprise customers; analyze symptoms, form hypotheses, and follow the evidence to the root cause. - Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services. - Read code across multiple repositories to verify hypotheses and trace request flows. - Query databases to confirm system state and reproduce issues. - Manage tickets end-to-end from intake to resolution, spanning the support to engineering escalation chain. - Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, and calibrated expectation management. - Partner with engineering teams when escalation is needed: frame issues clearly, provide reproducible evidence, and advocate for customer impact. - Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements. - Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours. - Take ownership of a technical domain within the platform and act as the reference point for the team in that area. - Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the

SCAYLE is a rapidly growing enterprise commerce platform that enables brands and retailers to realize their direct-to-consumer ambitions. We are seeking a Senior Technical Support Engineer for our on-site team in New York, United States.

What you will do - Investigate technical issues reported by enterprise customers; analyze symptoms, form hypotheses, and follow the evidence to the root cause. - Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services. - Read code across multiple repositories to verify hypotheses and trace request flows. - Query databases to confirm system state and reproduce issues. - Manage tickets end-to-end from intake to resolution, spanning the support to engineering escalation chain. - Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, and calibrated expectation management. - Partner with engineering teams when escalation is needed: frame issues clearly, provide reproducible evidence, and advocate for customer impact. - Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements. - Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours. - Take ownership of a technical domain within the platform and act as the reference point for the team in that area. - Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the