Technical Support Engineer - Customer Support (all genders)

• 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 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

• 2+ years 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 central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
• Comfortable searching logs, reading distributed traces, querying metrics
• Solid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models
• 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
• Comfortable using AI tools in your daily work, and curious about where they can take you further

Nice to Have

• 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