Senior Technical Support Engineer - Customer Support (all genders)

All your information will be kept confidential according to EEO guidelines.

About ABOUT YOU SE & Co. KG

• Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
• What we stand for internally, we stand for as a brand: acceptance, inclusion, and fairness.
• SCAYLE is one of the fastest-growing enterprise commerce platforms in the world, enabling brands and retailers to realize their D2C ambitions.
• SCAYLE stands for innovation, international collaboration, and a strong focus on data.
• We believe that stepping outside of our comfort zone and making bold decisions is key to growing both professionally and personally.
• Instead of seeing problems as obstacles, we approach them as opportunities to find better solutions.
• We work in an environment that encourages flexibility, creativity, and continuous development.
• What drives us is the shared motivation to make an impact and actively shape the future of eCommerce.

Responsibilities

• Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to the 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 customer impact
• Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements
• Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours
• Take ownership of a technical domain within the platform and act as the reference point for the team in that area
• Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the team relies on Analyse recurring failure patterns to drive platform improvements, and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teams
• AI tooling to our daily work - evaluate tools and agents, identify where they add leverage, and share what works with the team
• Support the onboarding of new team members and help raise the standard for technical investigation and customer communication
• Solid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models

Requirements

• 5+ Years: Hands-on technical support or systems engineering in a complex B2B SaaS or enterprise environment
• Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment Experience improving how a support team works: documentation, playbooks, processes, quality standards Experience supporting or mentoring less experienced colleagues
• 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 central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
• Comfortable searching logs, reading distributed traces, querying metrics
• Working knowledge of distributed systems concepts - async vs. synchronous communication, queues, retries, idempotency, eventual consistency
• Comfort with HTTP and API debugging - 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 Hands-on with AI tooling - you already use AI in your daily work and have gone beyond typing into a chat window: built an agent, automated a workflow, written something against an API, or experimented seriously in your own time

Preferred

• Experience reading PHP - our platform is largely PHP, so this will help you get up to speed faster Experience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)
• Prior incident management or major-incident response experience.
• Familiarity with PSP integrations, OMS, PIM, or search platforms

Benefits

• Visit our benefits page .

Simply apply online via our career page - we will get back to you as soon as possible! (Please note that benefits may vary depending on the location) A Place Where You Can Be You We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.