SCAYLE is seeking a Technical Support Engineer for enterprise customers. This on-site role is based in Hamburg, Germany. Responsibilities include investigating technical issues reported by enterprise customers, analyzing symptoms, forming hypotheses, and following evidence to root cause; using observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services; reviewing code across multiple repositories to verify hypotheses and trace request flows; querying databases to confirm system state and reproduce issues; managing tickets end-to-end from intake to resolution across the support-to-engineering escalation chain; communicating proactively with customers through structured updates and clear next steps; partnering with engineering teams during escalations and presenting reproducible evidence to illustrate customer impact; documenting findings, contributing to internal knowledge bases, and surfacing recurring patterns to drive systemic improvements; participating in rotational on-call coverage for high-severity incidents outside business hours as needed.

Qualifications: Comfortable reading server-side code in at least one language to trace logic and verify code paths; hands-on experience with observability and central logging tooling (Datadog preferred; familiarity with Kibana, OpenSearch, Elasticsearch or similar is a plus); comfortable searching logs, reading distributed traces, and querying metrics; solid SQL skills to verify system state and understand data models; working knowledge of distributed systems concepts (async vs

SCAYLE is seeking a Technical Support Engineer for enterprise customers. This on-site role is based in Hamburg, Germany. Responsibilities include investigating technical issues reported by enterprise customers, analyzing symptoms, forming hypotheses, and following evidence to root cause; using observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services; reviewing code across multiple repositories to verify hypotheses and trace request flows; querying databases to confirm system state and reproduce issues; managing tickets end-to-end from intake to resolution across the support-to-engineering escalation chain; communicating proactively with customers through structured updates and clear next steps; partnering with engineering teams during escalations and presenting reproducible evidence to illustrate customer impact; documenting findings, contributing to internal knowledge bases, and surfacing recurring patterns to drive systemic improvements; participating in rotational on-call coverage for high-severity incidents outside business hours as needed.

Qualifications: Comfortable reading server-side code in at least one language to trace logic and verify code paths; hands-on experience with observability and central logging tooling (Datadog preferred; familiarity with Kibana, OpenSearch, Elasticsearch or similar is a plus); comfortable searching logs, reading distributed traces, and querying metrics; solid SQL skills to verify system state and understand data models; working knowledge of distributed systems concepts (async vs