At a Glance
- Tasks: Investigate and resolve complex platform issues for enterprise merchants in a dynamic remote environment.
- Company: Join Nash, a leading tech company with a global support team.
- Benefits: Competitive salary, fully remote work, and opportunities for professional growth.
- Other info: Enjoy a collaborative culture and contribute to a knowledge base that helps everyone.
- Why this job: Be the go-to problem solver and make a real impact on our platform's stability.
- Qualifications: 5-6+ years in technical support with strong troubleshooting skills.
The predicted salary is between 49500 - 62700 $ per year.
This role investigates and resolves complex platform and integration issues for enterprise merchants using Nash’s delivery orchestration system. You’ll monitor production systems, coordinate incident response, and improve escalation and troubleshooting documentation as part of a 24/7 support team.
- Permanent
- Fully Remote
- 5–6+ years
Skills and expertise:
- APIs
- Webhooks
- Datadog
- New Relic
- Grafana
- Pylon
- Zendesk
- Incident response
Key responsibilities:
- Investigate platform configuration, API, webhook, and account-specific issues.
- Coordinate P1 incidents and provide clear, actionable escalations to Engineering or Enterprise Operations.
- Monitor dashboards, alerts, and logs, and document resolutions in the knowledge base.
Nash is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team. This role sits at the heart of how Nash stabilizes the platform for our enterprise merchants - owning the investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system.
Technical Support is Nash's intake and stabilization layer for everything beyond high-volume delivery inquiries. You'll be the person customers and internal teams rely on when something unusual is happening on the platform: a stuck integration, an unexpected provider behaviour, a configuration question that needs real investigation. You'll resolve what you can, escalate what you can't with the context needed to move quickly, and help build the knowledge base that makes the next occurrence faster.
This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously.
LOCATION: Remote in Australia (required)
TRAINING: 4 weeks, Monday - Friday
A note on location: This is a remote role, but candidates must be located in Australia. This is a hard requirement driven by contractual data access obligations with our enterprise customers, not a preference - we are not able to make exceptions.
WHAT YOU'LL OWN:
- Platform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behaviour 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:
- 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).
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.
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