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Technical Support Engineer (all genders)
Hamburg, GermanyPosted 14 days agoFull-time
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
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