Technical Support Engineer (all genders)

• Investigate technical issues reported by enterprise customers. Youll 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: Youll 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. Youll 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

Qualifications :

• Youre comfortable reading PHP code (and ideally one other language) to trace logic and verify code paths
• You have hands-on experience with observability and central logging tooling (Datadog preferred) and familiarity with central logging platforms (Kibana / OpenSearch / Elasticsearch or similar) is a strong plus
• Youre comfortable searching logs reading distributed traces querying metrics
• You have solid SQL skills and are able to query relational databases to verify system state reproduce issues and understand data models
• You have working knowledge of distributed systems concepts (async vs. synchronous) 
• Youre comfortable with HTTP and API debugging to curl response headers status codes basic DNS REST and webhook flows
• You have familiarity with cloud-based multi-tenant SaaS architectures and understanding tenant isolation and configuration delivery is a strong advantage

Additional Information :

Main Benefits

• Flexible working times 
• 40% discount on our ABOUT YOU online shop 
• Fresh fruits drinks everywhere 
• Language courses (German & English)
• Free sports courses & reduced price for Wellpass membership 
• Subsidized public transportation ticket 
• Free choice of hardware and operating system (Mac Windows Linux) also for private usage
• Modern office in the city center of Hamburg 
• International working environment and English as company language
• Agile work environment and cross-functional teams 
• Dog-friendly office
• Professional training
• Company pension plan
• Help in relocation and VISA process

(Benefits may vary depending on location)

Simply apply online via our career page - we will get back to you as soon as possible!

A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally we stand for as a brand: acceptance inclusion and a fairer approach to fashion.

Remote Work :

No

Employment Type :

Contract