SCAYLE is hiring a Technical Support Engineer for enterprise customers in New York, United States (on-site). You will investigate technical issues reported by enterprise customers, analyze symptoms, form hypotheses, and drive root-cause analysis. You will use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services, read code across repositories to verify hypotheses, and query databases to confirm system state and reproduce issues. You will manage tickets end-to-end from intake to resolution across the support-to-engineering escalation chain. You will communicate proactively with enterprise customers with structured updates and clear next steps, and partner with engineering to escalate issues with reproducible evidence and customer impact. You will document findings and contribute to internal knowledge bases to drive systemic improvements, and participate in rotational on-call coverage for high-severity incidents outside business hours. Qualifications: Required: comfortable reading server-side code in at least one language to trace logic; 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 traces, and querying metrics; strong SQL skills to query relational databases and understand data models; working knowledge of distributed systems concepts (async vs synchronous, queues, retries, idempotency, eventual consistency); comfortable HTTP and API debugging (curl, response headers, st

SCAYLE is hiring a Technical Support Engineer for enterprise customers in New York, United States (on-site). You will investigate technical issues reported by enterprise customers, analyze symptoms, form hypotheses, and drive root-cause analysis. You will use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services, read code across repositories to verify hypotheses, and query databases to confirm system state and reproduce issues. You will manage tickets end-to-end from intake to resolution across the support-to-engineering escalation chain. You will communicate proactively with enterprise customers with structured updates and clear next steps, and partner with engineering to escalate issues with reproducible evidence and customer impact. You will document findings and contribute to internal knowledge bases to drive systemic improvements, and participate in rotational on-call coverage for high-severity incidents outside business hours. Qualifications: Required: comfortable reading server-side code in at least one language to trace logic; 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 traces, and querying metrics; strong SQL skills to query relational databases and understand data models; working knowledge of distributed systems concepts (async vs synchronous, queues, retries, idempotency, eventual consistency); comfortable HTTP and API debugging (curl, response headers, st