Technical Support Engineer - Customer Support (all genders)
SCAYLE · New York · Remote-friendly
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- Company
- SCAYLE
- Location
- New York
- Employment type
- Full-time
- Posted
- September 8, 2026
About this job
Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to root cause Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services Read code across multiple repositories to verify hypotheses and trace request flows. Query databases when needed to confirm system state and reproduce issues Manage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chain Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management Partner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for…
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