Technical Support Specialist, AU

Description:

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 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

• 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