Technical Support Specialist, AU
Core
Investigate, resolve, and escalate complex platform and integration issues for enterprise merchants on the Nash delivery orchestration system.
Role type
Senior Technical Support Specialist (SaaS)
Builds
Stable platform operations and integration reliability for enterprise logistics clients
Domain
Logistics / SaaS / Delivery Orchestration
Deliverable
client delivery
Required skills
API and webhook troubleshooting, incident coordination, observability tool usage, complex problem diagnosis, escalation management, knowledge base documentation
Preferred skills
Logistics or marketplace platform support, incident response experience, support documentation contribution, ticketing platform familiarity
Technologies
Datadog, New Relic, Grafana, Pylon, Zendesk
Responsibilities
Diagnose configuration questions, API/webhook issues, and account-specific behavior; coordinate P1 incidents and stakeholder communication; monitor dashboards and logs for anomalies; document resolution patterns for the knowledge base; escalate complex issues with clear context; provide overflow support during peak windows
Seniority
Senior, hands-on IC
