Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
Own the handoff for escalations — clear reproduction steps, investigation performed, impact assessment, and severity.
Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers informed.
Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks.
Document resolution patterns for novel issues to reduce future escalation volume.
Act as overflow for Delivery Support during peak windows.

5
6+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
Hands-on experience investigating complex platform issues
not just routing tickets, but actually diagnosing what is happening
Comfort with APIs, webhooks, and integration troubleshooting in a production environment
Experience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar)
Clear, calm written communication — especially during incidents or when customers are frustrated
Judgment about when to investigate further versus escalate, and the discipline to document thoroughly either way
Located in Australia (remote)

Technical Support Specialist

Key skills