Technical Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Analyze configuration inquiries, recognize known error trends, and address API and webhook challenges, as well as account-specific behavior within the Nash platform.

• When an issue requires Engineering or Enterprise Operations involvement, take ownership of the transition — providing clear reproduction steps, conducted investigations, impact assessments, and severity ratings.

• Act as the primary shift team for P1 incidents — managing communication, promptly engaging Engineering, and keeping both customers and internal stakeholders updated until resolution is achieved.

• Monitor Datadog dashboards, alerts, and logs for irregularities and potential risks. Proactively identify issues before they affect customers whenever possible.

• Record resolution patterns for unique issues to ensure that subsequent occurrences can be categorized as known patterns.

• Provide support for Delivery Support during peak periods when issues surpass their capacity.

⛳️ Requirements

• 5 - 6+ years of experience in Technical Support, Support Engineering, or a similar technical position within a SaaS setting.

• Practical experience in investigating intricate platform issues.

• Proficiency with APIs, webhooks, and troubleshooting integration in a production environment.

• Familiarity with monitoring and observability tools (such as Datadog, New Relic, Grafana, or equivalent).

• Exceptional written communication skills — particularly during incidents or when dealing with frustrated customers.

• Ability to discern when to further investigate versus escalate, along with the diligence to document thoroughly in either case.

• Based in the UK (remote).

🏝️ Benefits

• Competitive salary and potential for equity.

• Flexible paid time off.

• Health, dental, and vision insurance.