SCAYLE is seeking a Senior Technical Support Engineer to join our team in New York, United States. In this on-site role, you will investigate technical issues reported by enterprise customers, analyze symptoms, form hypotheses, and follow evidence to the root cause using observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services. You will read code across multiple repositories to verify hypotheses, query databases to confirm system state, and manage tickets through their full lifecycle from intake to resolution. You will communicate proactively and professionally with enterprise customers, provide structured updates, and calibrate expectations. You will partner with engineering teams on escalations, framing issues clearly and providing reproducible evidence, while advocating for customer impact. You will document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements. You will participate in rotational on-call coverage for high-severity incidents, including evenings and weekends, supporting enterprise customers when issues cannot wait until business hours. You will own a technical domain within the platform and act as the reference point for the team in that area. You will develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content. You will analyze recurring failure patterns to drive platform improvements and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teams. Yo

SCAYLE is seeking a Senior Technical Support Engineer to join our team in New York, United States. In this on-site role, you will investigate technical issues reported by enterprise customers, analyze symptoms, form hypotheses, and follow evidence to the root cause using observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services. You will read code across multiple repositories to verify hypotheses, query databases to confirm system state, and manage tickets through their full lifecycle from intake to resolution. You will communicate proactively and professionally with enterprise customers, provide structured updates, and calibrate expectations. You will partner with engineering teams on escalations, framing issues clearly and providing reproducible evidence, while advocating for customer impact. You will document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements. You will participate in rotational on-call coverage for high-severity incidents, including evenings and weekends, supporting enterprise customers when issues cannot wait until business hours. You will own a technical domain within the platform and act as the reference point for the team in that area. You will develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content. You will analyze recurring failure patterns to drive platform improvements and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teams. Yo