Senior Technical Support Engineer – Customer Support

🔥 12 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ABOUT YOU

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

📣 Marketing

💼 Consulting

📦 Logistics

Marketing • Consulting • Logistics

ABOUT YOU is one of the fastest growing e-commerce companies in Europe, focusing on providing a personalized and inspiring fashion shopping experience through digital channels. Founded in Hamburg and recognized as the city's first unicorn company in 2018, ABOUT YOU offers over 2,000 brands and more than 400,000 products online, serving millions of customers across multiple markets. Beyond retail, it operates a B2B unit offering flexible API solutions and native advertising opportunities for partners. The company is committed to empowering personal expression through fashion and continues to expand its global reach.

📋 Description

• Investigate technical issues reported by enterprise customers and determine root causes • Use Datadog logs, traces, metrics, and dashboards to diagnose issues across distributed services • Read code across multiple repositories to verify hypotheses and trace request flows • Query databases to confirm system state and reproduce issues • Manage support tickets through intake, resolution, and the support-to-engineering escalation chain • Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management • Partner with engineering teams during escalations by framing issues, providing reproducible evidence, and advocating for customer impact • Document findings, contribute to internal knowledge bases, and identify recurring patterns for systemic improvements • Participate in rotational on-call coverage for high-severity incidents during evenings and weekends • Own a technical domain within the platform and serve as the team reference point • Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge-base content • Analyze recurring failure patterns and advocate for customer-impacting platform fixes • Evaluate and apply AI tooling to daily work and share effective approaches with the team • Support onboarding of new team members and improve technical investigation and customer communication standards

🎯 Requirements

• 5+ years of 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 support-team operations through documentation, playbooks, processes, and 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 Kibana, OpenSearch, Elasticsearch, or similar central logging platforms is a strong plus • Comfortable searching logs, reading distributed traces, and querying metrics • Solid SQL skills, including querying relational databases to verify system state, reproduce issues, and understand data models • Working knowledge of distributed systems concepts, including asynchronous and synchronous communication, queues, retries, idempotency, and eventual consistency • Comfort with HTTP and API debugging, including 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 AI tooling experience beyond chat interfaces, such as building an agent, automating a workflow, using an API, or serious experimentation • Experience reading PHP is a nice-to-have • Experience in e-commerce or digital commerce platforms is a nice-to-have • Prior incident management or major-incident response experience is a nice-to-have • Familiarity with PSP integrations, OMS, PIM, or search platforms is a nice-to-have

🏖️ Benefits

• Remote work options • Rotational on-call coverage for high-severity incidents (evenings, weekends) • Confidential handling of personal information according to EEO guidelines • Benefits/perks available via the company benefits page (may vary depending on location)