Taking applicationsTechnical Support·Posted 15h ago
Technical Support Specialist , US East Coast
Remote, US, United States
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Remote, US, United States
Open to people in the United States
EnglishMid level
About the role
Nash is hiring a remote Technical Support Specialist for its 24/7 support team, focused on investigating and resolving complex platform, API, webhook, and integration issues for enterprise merchants. The role requires living in the US Eastern timezone and works Friday to Tuesday, 8A–5P Eastern.
What you'll do
- Investigate platform and integration issues
- Diagnose API, webhook, and configuration problems
- Own clean escalations to Engineering or Enterprise Operations
- Coordinate P1 incident communication and escalation
- Monitor Datadog dashboards, alerts, and logs
- Document novel resolution patterns in the knowledge base
- Provide overflow support for Delivery Support during peaks
What you'll need
- 2–5+ years in Technical Support, Support Engineering, or related SaaS role
- Hands-on experience diagnosing complex platform issues
- Comfortable with APIs, webhooks, and production integration troubleshooting
- Experience with monitoring tools such as Datadog, New Relic, or Grafana
- Clear, calm written communication under pressure
- Judgment on investigation versus escalation
- Located in the US Eastern timezone
Skills
API troubleshootingWebhook troubleshootingIntegration troubleshootingDatadog monitoringIncident coordinationEscalation documentationKnowledge base writingClear written communication
Benefits
Flexible paid time offHealth insuranceDental and vision insuranceEquityQuarterly team on-sitesCompetitive compensationCareer growth
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