Technical Support Specialist , US

WHAT YOU'LL OWN

Platform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.

Escalation quality. When an issue needs Engineering or Enterprise Operations, you own the handoff — clear reproduction steps, investigation performed, impact assessment, and severity. Escalations from this team are expected to be actionable on arrival.

Incident coordination. Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution.

Proactive monitoring. Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.

Knowledge base contribution. Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.

Overflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.

WHAT WE'RE LOOKING FOR

2 - 5+ 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

Comfortable 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 US, eastern timezone (remote)

NICE TO HAVE

Experience supporting logistics, marketplace, or high-volume transactional platforms

Prior incident response or post-mortem participation

Experience contributing to knowledge bases or support documentation that actually gets used

Familiarity with ticketing platforms like Pylon, Zendesk, or similar