Senior Technical Support Engineer – Customer Support

🔥 15 hours ago

🗽 New York – Remote

🗽 New York – Remote

💵 $88k - $155k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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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 identify root causes • Use Datadog logs, traces, metrics, and dashboards to diagnose distributed-service issues • 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 engineering escalation • Communicate proactively with enterprise customers through structured updates and clear next steps • Partner with engineering teams by providing clear issue framing and reproducible evidence • Document findings and contribute to internal knowledge bases • Participate in rotational evening and weekend on-call coverage for high-severity incidents • Own a technical platform domain 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 support work • Support onboarding and improve technical investigation and customer-communication standards

🎯 Requirements

• 5+ years of hands-on technical support or systems engineering experience 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 documentation, playbooks, processes, and quality standards • Experience supporting or mentoring less experienced colleagues • Comfortable reading server-side code in at least one language • Hands-on experience with observability and central logging tooling; Datadog preferred • Familiarity with Kibana, OpenSearch, Elasticsearch, or similar platforms is a strong plus • Comfortable searching logs, reading distributed traces, and querying metrics • Solid SQL skills and ability to query relational databases • 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 • Hands-on AI tooling experience beyond chat usage, such as building an agent, automating a workflow, using an API, or serious experimentation • PHP experience is nice to have • Experience in e-commerce or digital commerce platforms is nice to have • Prior incident-management or major-incident response experience is nice to have • Familiarity with PSP integrations, OMS, PIM, or search platforms is nice to have

🏖️ Benefits

• Flexible work environment • Continuous development opportunities • Remote work option • Benefits may vary depending on location • EEO-compliant workplace focused on acceptance, inclusion, and fairness

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