Technical Support Specialist
New
N
NashLogistics Technology
Remote in Australia, AEST - Saturday - Wednesday, 9A - 6PFull-TimeMiddle
SalaryA$75K - A$95K
Apply NowOpens the employer's application page
Job Details
- Experience
- 5 - 6+ years
- Required Skills
- GrafanaRESTful APIsTroubleshootingTechnical supportSaaSDatadog
Requirements
- 5-6+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment.
- Hands-on experience investigating complex platform issues and diagnosing system behaviors.
- Comfort with APIs, webhooks, and integration troubleshooting in a production environment.
- Experience with monitoring and observability tools such as Datadog, New Relic, or Grafana.
- Clear, calm written communication skills for incident response and customer interactions.
- Strong judgment on when to escalate versus investigate further.
- Discipline to document investigation steps and outcomes thoroughly.
- Must be located in Australia.
Responsibilities
- Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
- Manage the handoff of escalated issues to Engineering or Enterprise Operations with clear reproduction steps and impact assessments.
- Serve as the active shift team for P1 incidents by coordinating communication and engaging Engineering.
- Monitor Datadog dashboards, alerts, and logs to identify and address anomalies.
- Document resolution patterns for novel issues to contribute to the knowledge base.
- Act as overflow support for Delivery Support during peak windows.
View Full Description & ApplyYou'll be redirected to the employer's site
