Senior Technical Support Engineer - Customer Support (all genders)

• Investigate technical issues reported by enterprise customers - analyse symptoms, form hypotheses, follow the evidence to the 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 • Take ownership of a technical domain within the platform and act as the reference point for the team in that area • Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge base content the team relies on • Analyse recurring failure patterns to drive platform improvements, and advocate for customer-impacting fixes by framing systemic risk and business impact to product and platform teams • Apply AI tooling to our daily work - evaluate tools and agents, identify where they add leverage, and share what works with the team • Support the onboarding of new team members and help raise the standard for technical investigation and customer communication • 5+ Years: 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 how a support team works: documentation, playbooks, processes, 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 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.