Technical Support Engineer – Customer Support

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 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 trace symptoms to root cause • 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 tickets through intake, resolution, and support-to-engineering escalation • Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management • Partner with engineering teams during escalations by providing clear issue framing and reproducible evidence • Document findings, contribute to internal knowledge bases, and surface recurring patterns for systemic improvements • Participate in rotational on-call coverage for high-severity incidents during evenings and weekends

🎯 Requirements

• 2+ years of experience in a Technical Support, Application Support, Site Reliability, or adjacent technical role • Proven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment • 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 • 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 • Comfortable using AI tools in daily work • Experience reading PHP 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

• Employees can work remotely • Benefits/perks are available; details are provided on the benefits page • Benefits may vary depending on the location