Technical Support Engineer (all genders)

Company Description

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.

Job Description

• Investigate technical issues reported by enterprise customers. You'll 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
• Engineering escalation chain: You'll manage tickets through their full lifecycle, from intake to resolution, across the support
• Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
• Partner with engineering teams when escalation is needed. You'll 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

Qualifications

• You're comfortable reading PHP code (and ideally one other language) to trace logic and verify code paths
• You have hands-on experience with observability and central logging tooling (Datadog preferred) and familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
• You're comfortable searching logs, reading distributed traces, querying metrics
• You have solid SQL skills and are able to query relational databases to verify system state, reproduce issues, and understand data models
• You have working knowledge of distributed systems concepts (async vs. synchronous) 
• You're comfortable with HTTP and API debugging to curl, response headers, status codes, basic DNS, REST and webhook flows
• You have familiarity with cloud-based, multi-tenant SaaS architectures and understanding tenant isolation and configuration delivery is a strong advantage

Additional Information

Main Benefits

• Flexible working times 
• 40% discount on our ABOUT YOU online shop 
• Fresh fruits + drinks everywhere 
• Language courses (German & English)
• Free sports courses & reduced price for Wellpass membership 
• Subsidized public transportation ticket 
• Free choice of hardware and operating system (Mac, Windows, Linux) also for private usage
• Modern office in the city center of Hamburg 
• International working environment and English as company language
• Agile work environment and cross-functional teams 
• Dog-friendly office
• Professional training
• Company pension plan
• Help in relocation and VISA process

(Benefits may vary depending on location)

Simply apply online via our career page - we will get back to you as soon as possible!

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.
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 a fairer approach to fashion.