AY

Technical Support Engineer (all genders)

ABOUT YOU SE & Co. KG

Hamburg, GermanyPosted 13 hours agoFull-time

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Customer Service & Support Hamburg

English-friendly

Job details

Company

ABOUT YOU SE & Co. KG

Location

Hamburg, Germany

Employment type

Full-time

Seniority

Mid level

Primary category

Customer Service & Support

Posted date

22 Apr 2026

Valid through

21 Jun 2026

Job description

Investigate technical issues reported by enterprise customers. You'll 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
Engineering escalation chain: You'll manage tickets through their full lifecycle, from intake to resolution, across the support
Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management
Partner with engineering teams when escalation is needed. You'll 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

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