SCAYLE is seeking a Technical Support Engineer to support enterprise customers. You will investigate technical issues, analyze symptoms, and work toward root cause. Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services. Read code across repositories to verify hypotheses and trace request flows. Query databases to confirm system state and reproduce issues. Manage tickets end-to-end across the support and engineering escalation chain. Communicate proactively with enterprise customers, sharing structured updates and clear next steps. Partner with engineering to escalate issues with reproducible evidence and customer impact. Document findings and contribute to internal knowledge bases to drive systemic improvements. Participate in rotational on-call coverage for high-severity incidents outside business hours. Qualifications: 2+ years in a Technical Support, Application Support, Site Reliability, or related role; experience supporting enterprise (B2B) customers in SaaS or cloud-based environments; comfortable reading server-side code in at least one language; hands-on with observability and central logging tools (Datadog preferred; familiarity with central logging platforms such as Kibana, OpenSearch, Elasticsearch is a plus); SQL skills; knowledge of distributed systems concepts; API debugging; cloud-based multi-tenant SaaS architectures; comfortable using AI tools. Nice to Have: PHP experience; experience in e-commerce or digital commerce platforms; incident management experience; PSP integrations, OMS, PIM, or sea

SCAYLE is seeking a Technical Support Engineer to support enterprise customers. You will investigate technical issues, analyze symptoms, and work toward root cause. Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services. Read code across repositories to verify hypotheses and trace request flows. Query databases to confirm system state and reproduce issues. Manage tickets end-to-end across the support and engineering escalation chain. Communicate proactively with enterprise customers, sharing structured updates and clear next steps. Partner with engineering to escalate issues with reproducible evidence and customer impact. Document findings and contribute to internal knowledge bases to drive systemic improvements. Participate in rotational on-call coverage for high-severity incidents outside business hours. Qualifications: 2+ years in a Technical Support, Application Support, Site Reliability, or related role; experience supporting enterprise (B2B) customers in SaaS or cloud-based environments; comfortable reading server-side code in at least one language; hands-on with observability and central logging tools (Datadog preferred; familiarity with central logging platforms such as Kibana, OpenSearch, Elasticsearch is a plus); SQL skills; knowledge of distributed systems concepts; API debugging; cloud-based multi-tenant SaaS architectures; comfortable using AI tools. Nice to Have: PHP experience; experience in e-commerce or digital commerce platforms; incident management experience; PSP integrations, OMS, PIM, or sea