Technical Support Specialist
New
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NashLogistics software
Remote in Eastern US (required). This is a remote role, but candidates must be located in the US., US Time (Eastern): Friday - Tuesday, 8A - 5PFull-TimeJunior
Salary$75K - $95K; $75K – $95K • Offers Equity; US: $75K – $95K • Offers Equity
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Job Details
- Experience
- 2 - 5+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
- Required Skills
- GrafanaSaaSDatadogTechnical support
Requirements
- Have 2–5+ years of experience in Technical Support, Support Engineering, or a related technical role in a SaaS environment.
- Have hands-on experience diagnosing complex platform issues rather than only routing tickets.
- Be comfortable troubleshooting APIs, webhooks, and integrations in a production environment.
- Have experience with monitoring and observability tools such as Datadog, New Relic, Grafana, or similar.
- Communicate clearly and calmly in writing, including during incidents or when customers are frustrated.
- Use judgment about when to investigate further versus escalate.
- Document investigations and resolutions thoroughly.
- Be located in the US Eastern timezone for remote work.
- Work the US Eastern schedule Friday–Tuesday, 8A–5P.
Responsibilities
- Investigate configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
- Prepare actionable escalations to Engineering or Enterprise Operations with reproduction steps, investigation performed, impact assessment, and severity.
- Coordinate P1 incidents, engage Engineering, and keep customers and internal stakeholders informed through resolution.
- Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks.
- Document resolution patterns for novel issues in the knowledge base.
- Provide overflow support for Delivery Support during peak windows when issues exceed that team's scope.
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