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Description supplied by the original job listing.
Investigate technical issues reported by enterprise customers - 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
Manage tickets through their full lifecycle, from intake to resolution, across the support → engineering escalation chain
Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
Partner with engineering teams when escalation is needed - 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
2+ years 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 central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
Comfortable searching logs, reading distributed traces, querying metrics
Solid SQL skills - able to query relational databases to verify system state, reproduce issues, and understand data models
Working knowledge of distributed systems concepts — async vs. synchronous communication, queues, retries, idempotency, eventual consistency
Comfort with HTTP and API debugging - 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 your daily work, and curious about where they can take you further
Nice to Have
Experience reading PHP - our platform is largely PHP, so this will help you get up to speed faster
Experience in e-commerce or digital commerce platforms (storefront, checkout, payments, catalog, order management)
Prior incident management or major-incident response experience
Familiarity with PSP integrations, OMS, PIM, or search platforms
Employment type
Full-time
Work arrangement
Yes
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