{"id":1239144,"url":"https://alion.io/job/about-you-technical-support-engineer-customer-support-all-genders-5","title":"Technical Support Engineer - Customer Support (all genders)","company":{"id":3531,"name":"About You","domain":"aboutyou.de","url":"https://alion.io/company/aboutyou","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":29,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":140000,"period":"year","method":"role_country_seniority_unknown","sample_n":757},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"DNS","optional":false},{"name":"ElasticSearch","optional":false},{"name":"Kibana","optional":false},{"name":"OpenSearch","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Incident Management","optional":true},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-09-25T15:35:17Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-25T16:33:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\n Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to root cause\nUse observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services\nRead code across multiple repositories to verify hypotheses and trace request flows.\nQuery databases when needed to confirm system state and reproduce issues\nManage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chain\nCommunicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management\nPartner with engineering teams when escalation is needed - frame issues clearly, provide reproducible evidence, advocate for customer impact\nDocument findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements\nParticipate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours\n 2+ years in a Technical Support, Application Support, Site Reliability, or adjacent technical role\nProven experience supporting enterprise (B2B) customers, ideally in a SaaS or cloud-based product environment\nComfortable reading server-side code in at least one language to trace logic and verify code paths\nHands-on experience with observability and central logging tooling - Datadog preferred; familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus\nComfortable searching logs, reading distributed traces, querying metrics\nSolid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models\nWorking knowledge of distributed systems concepts - async vs. synchronous communication, queues, retries, idempotency, eventual consistency\nComfort with HTTP and API debugging - curl, response headers, status codes, basic DNS, REST and webhook flows\nFamiliarity with cloud-based, multi-tenant SaaS architectures - understanding tenant isolation and configuration delivery is a strong advantage\nComfortable using AI tools in your daily work, and curious about where they can take you further\nNice to Have\nExperience reading PHP - our platform is largely PHP, so this will help you get up to speed faster\nExperience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)\nPrior incident management or major-incident response experience\nFamiliarity with PSP integrations, OMS, PIM, or search platforms\n All your information will be kept confidential according to EEO guidelines.\nYour perks at a glance: Visit our benefits page.\nSimply apply online via our career page - we will get back to you as soon as possible!\n(Please note that benefits may vary depending on the location)\nA Place Where You Can Be You\nWe take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.\nDifferent backgrounds and perspectives make us stronger and shape our culture in ways that matter.\nWhat we stand for internally, we stand for as a brand: acceptance, inclusion, and fairness.","description_format":"text","description_chars":3923,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","E-commerce Platforms","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-09-25T16:33:41Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:11","win:early","comp:brand"],"computed_at":"2026-09-26T03:47:11Z"},"pay":null,"html_url":"https://alion.io/job/about-you-technical-support-engineer-customer-support-all-genders-5","json_url":"https://alion.io/job/about-you-technical-support-engineer-customer-support-all-genders-5.json","meta":{"generated_at":"2026-09-26T03:47:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4048,"day_limit":5000,"remaining_today":952,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}