Technical Support Specialist

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

📋 Description

• Diagnose configuration inquiries, recognize error patterns, address API and webhook challenges, and analyze account-specific behavior on the Nash platform.

• Take ownership of clear, actionable escalations to Engineering or Enterprise Operations, including steps for reproduction, investigations conducted, impact assessments, and severity ratings.

• Act as the primary shift team for P1 incidents by coordinating communications, engaging with Engineering, and keeping customers and stakeholders updated.

• Monitor Datadog dashboards, alerts, and logs for anomalies and potential risks.

• Document resolution patterns for new issues and contribute to the knowledge base.

• Provide additional support for Delivery Support during peak periods.

• Investigate, resolve, and escalate intricate platform and integration issues across Nash's delivery orchestration system.

⛳️ Requirements

• 2–5+ years of experience in Technical Support, Support Engineering, or a similar technical role within a SaaS environment.

• Practical experience in investigating intricate platform issues and diagnosing problems, rather than merely routing tickets.

• Proficiency with APIs, webhooks, and troubleshooting integrations in a production setting.

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

• Excellent written communication skills, particularly during incidents or when dealing with frustrated customers.

• Ability to discern when to delve deeper into investigations versus when to escalate issues, combined with thorough documentation practices.

• Based in the US, preferably in the Eastern timezone.

• Experience in supporting logistics, marketplace, or high-volume transactional platforms.

• Prior involvement in incident response or participation in post-mortem analyses.

• Experience in contributing to knowledge bases or support documentation.

• Familiarity with ticketing systems like Pylon, Zendesk, or similar platforms.

🏝️ Benefits

• Equity opportunities.

• Quarterly team on-site events to foster camaraderie among teammates.

• Flexible paid time off.

• Health, dental, and vision insurance for employees in the US.

• Early-stage, well-funded startup environment with opportunities to make a direct impact on the company and advance your career.