Taking applicationsTechnical Support·Posted 15h ago
Technical Support Specialist, AU (Australia)
Australia
Pay
Not listed
Job type
Full-time · Remote
Hours
APAC hours
Location
Australia
EnglishSenior level
About the role
Technical Support Specialist for Nash's global 24/7 support team, diagnosing and resolving platform, API, webhook, and integration issues for enterprise merchants. Remote role requiring residence in Australia, with an AEST Friday-Tuesday 11am-8pm shift and 4 weeks of training.
What you'll do
- Investigate platform and integration issues
- Escalate issues with reproduction steps and impact assessment
- Coordinate P1 incidents and stakeholder communication
- Monitor Datadog dashboards, alerts, and logs
- Document novel resolution patterns in the knowledge base
- Provide overflow support for Delivery Support during peak windows
What you'll need
- Located in Australia
- 5-6+ years in Technical Support, Support Engineering, or related SaaS role
- Hands-on complex platform issue diagnosis
- Comfort with APIs, webhooks, and production integration troubleshooting
- Experience with monitoring tools such as Datadog, New Relic, or Grafana
- Clear, calm written communication during incidents
- Judgment on when to investigate further versus escalate
Skills
API troubleshootingWebhook debuggingIntegration troubleshootingDatadog monitoringIncident coordinationEscalation documentationKnowledge base writingSaaS technical support
Benefits
Competitive compensationEquityFlexible paid time offQuarterly team on-sitesHealth insurance (US employees)
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.