Nash - Technical Support Specialist , US

• US Time (Eastern): Friday - Tuesday, 8A - 5P • 4 weeks, Monday - Friday • A note on location • This is a remote role, but candidates must be located in the US. 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. • 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) • 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