Technical Support Specialist, AU
Core
Diagnose and resolve complex platform and integration issues for enterprise merchants, acting as the stabilization layer for the delivery orchestration system.
Role type
Senior Technical Support Engineer (SaaS/Logistics)
Builds
Stable platform operations and integration reliability for enterprise logistics clients
Domain
Logistics technology / SaaS platform
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, post-mortem participation, ticketing platform familiarity
Technologies
Datadog, New Relic, Grafana, Pylon, Zendesk
Responsibilities
Investigate platform configuration and integration anomalies, coordinate P1 incident response, monitor observability dashboards for emerging risks, document resolution patterns for the knowledge base, escalate complex issues with clear context to engineering
Seniority
Senior, hands-on IC