Technical Support Specialist
New
N
NashLogistics Technology
Remote in UK (required), UK Time (GMT / BST): Thursday - Monday, 9A - 6PFull-TimeMiddle
Salary£40K - £60K
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Job Details
- Experience
- 5 - 6+ years
- Required Skills
- GrafanaRESTful APIsTechnical supportSaaSDatadog
Requirements
- 5-6+ years of experience in Technical Support, Support Engineering, or related technical roles within a SaaS environment.
- Hands-on experience investigating and diagnosing complex platform issues beyond basic ticket routing.
- Comfort and proficiency with APIs, webhooks, and integration troubleshooting in production environments.
- Experience using monitoring and observability tools such as Datadog, New Relic, or Grafana.
- Clear, calm written communication skills, especially during high-pressure incidents.
- Strong judgment on investigation vs. escalation and disciplined documentation habits.
- Must be located in the UK.
Responsibilities
- Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
- Own the handoff for issues requiring Engineering or Enterprise Operations, providing clear reproduction steps, investigation context, and severity assessments.
- Serve as the active shift team for P1 incidents, coordinating communication and keeping stakeholders informed.
- Monitor dashboards, alerts, and logs in Datadog or similar tools to identify and surface risks proactively.
- Document resolution patterns for novel issues to improve future support efficiency and reduce escalation volume.
- Provide overflow support for Delivery Support teams during peak windows.
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