Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg
- Working Model
- Onsite
Job Summary
In this role, you investigate technical issues raised by enterprise customers, utilize observability tools, and analyze code to identify causes and implement solutions. You manage tickets, communicate proactively with customers, and collaborate with development teams.
Job Technologies
Your role in the team
- Investigate technical issues reported by corporate clients - analyze symptoms, formulate hypotheses, and trace clues back to the root cause.
- Use of observability tools (Datadog logs, traces, metrics, dashboards) for diagnosing issues across distributed services.
- Reading code in multiple repositories to verify hypotheses and track requests.
- Querying databases as needed to confirm system status and reproduce issues.
- Managing tickets throughout their entire lifecycle, from capture to resolution, via the escalation chain from support to development.
- Proactive and professional communication with corporate clients: structured updates, clear next steps, and aligned expectation management.
- Collaboration with development teams during necessary escalations: clear presentation of issues, provision of reproducible evidence, and advocacy for customer concerns.
- Documenting insights, contributing to internal knowledge databases, and identifying recurring patterns to promote systemic improvements.
- Participation in an on-call duty for critical incidents (evenings, weekends) to support corporate clients when issues cannot wait until regular business hours.
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Our expectations of you
Qualifications
- Securely reading server-side code in at least one language for tracking logic and verifying paths in the code.
- Confident handling of log searches, reading distributed traces, and querying metrics.
- Solid SQL skills - Ability to query relational databases to check system status, reproduce issues, and understand data models.
- Practical knowledge of distributed systems concepts - asynchronous vs. synchronous communication, queues, retries, idempotency, eventual consistency.
- Proficient in HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook workflows.
- Familiarity with cloud-based, multi-tenant SaaS architectures - understanding of tenant separation and configuration deployment is a significant advantage.
- Secure use of AI tools in daily work as well as curiosity about their further application possibilities.
Experience
- 2+ years of experience in technical support, application support, Site Reliability Engineering, or a related technical role.
- Proven experience in managing corporate clients (B2B), ideally in a SaaS or cloud-based product environment.
- Practical experience with observability and centralized logging tools - Datadog preferred; knowledge of centralized logging platforms (Kibana / OpenSearch / Elasticsearch or comparable) is a significant plus.
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What we offer
- Your benefits with us at a glance: Visit our benefits page.
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Benefits
Work-Life-Integration
Topics You Will Work On
Job Locations
About 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 - Customer Support
- Location
- Hamburg
- Working Model
- Onsite
- Diversity
- Open for all genders
