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# Junior Technical Support Engineer (all genders)

- **Company:** SCAYLE
- **Location:** Hamburg, Germany
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** PHP (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Customer Data Management, Database Queries, Distributed Systems, Elasticsearch, CURL, Open Source Technology, SQL Databases, Datadog, Data Logging, Postman, Grafana, Bug Reporting, Web Technologies, Kibana, Restful APIs
- **Published:** September 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d502a92dc16f3702

## About the Role

* First professional experience in Technical Support, Application Support, or a similar technical role or a relevant technical degree, bootcamp, or demonstrable self-taught experience (personal projects, open source, etc)
 * Exposure to supporting enterprise (B2B) users or customers, ideally with SaaS or cloud-based applications
 * Able to read server-side code in at least one language and follow program logic. Our platform is largely PHP, so experience reading PHP is an advantage
 * Familiarity with observability or central logging platforms (Datadog, Kibana, Grafana, Elasticsearch or similar) - you can search logs, read a trace, and check a metric, or you are close to it
 * Fundamental SQL - able to write basic queries (SELECT, JOIN, WHERE) to inspect data and verify system state
 * Understanding of core distributed systems concepts: APIs, queues, request retries
 * Working knowledge of HTTP and web technologies - REST APIs, status codes, request headers, and tools like curl or Postman
 * Clear, professional written English. You will be commuicating directly with enterprise customers from early on
 * You already use AI tools to learn faster and work through problems, and can tell us what you use them for

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)
 * Personal projects, open source, or documentation contributions - anything showing you learn by building
 * Experience in a customer-facing role

## Description

* Investigate technical issues reported by enterprise customers - gather symptoms, run the established checks, and work to root cause on standard and less complex cases. Senior colleagues guide you on the harder ones
 * Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across system services
 * Read and trace code paths across repositories to verify bug reports and follow request flows
 * Run database queries (SQL) to confirm system state, check customer data, and reproduce reported issues
 * Own your assigned tickets through their full lifecycle, from intake to resolution or escalation, keeping information organised throughout
 * Communicate clearly and professionally with enterprise customers - structured status updates and clear expectations
 * Prepare escalations properly: package context, steps to reproduce, and your initial findings before handing complex issues to engineering
 * Build technical depth - work through a structured ramp-up plan, grow your knowledge of one platform area, and take on progressively more complex cases as you do