Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you investigate technical issues reported by enterprise customers, utilize observability tools like Datadog for diagnostics, analyze code, perform database queries, and communicate closely with engineering teams.
Job Technologies
Your role in the team
- You investigate technical issues reported by enterprise clients, analyze symptoms, form hypotheses, and systematically identify the root causes.
- Use of observability tools such as Datadog, including logs, traces, metrics, and dashboards, to diagnose errors in distributed systems.
- You analyze code across multiple repositories to validate hypotheses and understand request flows.
- If necessary, you perform database queries to check system states and reproduce issues.
- Responsibility for tickets along the entire escalation chain between Support and Engineering, from intake to final resolution.
- You communicate proactively and professionally with enterprise clients, provide structured updates, define clear next steps, and ensure good expectation management.
- Close collaboration with engineering teams in escalation cases, including clear problem definition, provision of reproducible insights, and representation of the customer perspective.
- You document your insights, contribute to the internal knowledge base, and help identify recurring patterns and drive sustainable improvements.
- Participation in a rotating on-call duty for critical incidents, including evenings and weekends, to support enterprise clients outside regular working hours.
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Our expectations of you
Qualifications
- You feel confident reading PHP code and ideally also in at least one other programming language to understand logic and validate code paths.
- Handling logs, distributed traces, and metrics is part of your daily routine.
- Solid SQL skills as well as the ability to analyze relational databases to verify system states, reproduce issues, and understand data models.
- Basic understanding of distributed systems concepts, particularly regarding asynchronous and synchronous processing.
- You are proficient in HTTP and API debugging, including tools like curl, as well as in understanding response headers, status codes, basic DNS concepts, REST, and webhook workflows.
Experience
- Practical experience with Observability and central Logging tools such as Datadog is required; experience with platforms like Kibana, OpenSearch, or Elasticsearch is a definite plus.
- Experience with cloud-based, multi-tenant SaaS architectures is present; a good understanding of tenant isolation and configuration delivery provides additional advantages.
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What we offer
- Flexible working hours.
- 40% discount in the ABOUT YOU online shop.
- Free language courses (German & English).
- Free sports activities (football, volleyball, yoga) & discounts on fitness offers.
- Free choice of hardware and operating system (Mac, Windows), also for private use.
- Modern office near Hamburg City Hall.
- Agile working environment and cross-functional teams.
- Company pension scheme.
- Dogs allowed.
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Benefits
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
SCAYLE
SCAYLE GmbH, based in Hamburg, is a subsidiary of ABOUT YOU Holding SE and provides a modular commerce engine that integrates technology, operations, and online marketing. With around 400 employees, the company develops innovative, data-driven solutions for the digital D2C business and serves over 100 online shops in 26 European countries.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Support Engineer
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
