Technical Support Engineer – Customer Support

. Investigate technical issues reported by enterprise customers and trace symptoms to root cause .

Posted 9/25/2026full-timeRemote • New York • United StatesJuniorMid-LevelWebsite

Tools & technologies

CloudDistributed SystemsDNSElasticSearchPHPSQL

Key responsibilities & impact

Investigate technical issues reported by enterprise customers and trace symptoms to root cause
Use Datadog logs, traces, metrics, and 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 through intake, resolution, and support-to-engineering escalation
Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management
Partner with engineering teams during escalations by providing clear issue framing and reproducible evidence
Document findings, contribute to internal knowledge bases, and surface recurring patterns for systemic improvements
Participate in rotational on-call coverage for high-severity incidents during evenings and weekends

What you’ll need

2+ years of experience in a Technical Support, Application Support, Site Reliability, or adjacent technical role
Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment
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 central logging platforms is a strong plus
Comfortable searching logs, reading distributed traces, and querying metrics
Solid SQL skills
Working knowledge of distributed systems concepts, including asynchronous and synchronous communication, queues, retries, idempotency, and eventual consistency
Comfort with HTTP and API debugging, including curl, response headers, status codes, basic DNS, REST, and webhook flows
Familiarity with cloud-based, multi-tenant SaaS architectures; understanding tenant isolation and configuration delivery is a strong advantage
Comfortable using AI tools in daily work
Experience reading PHP is nice to have
Experience in e-commerce or digital commerce platforms is nice to have
Prior incident management or major-incident response experience is nice to have
Familiarity with PSP integrations, OMS, PIM, or search platforms is nice to have

Comp & perks