Senior Tech Support Engineer – Remote (APIs/Incidents)

We Love AI Jobs; Australia; Remote; AUD 50,000 - 63,000; Full time

Job summary

Nash is seeking a Technical Support Specialist to join our 24/7 global team. You will investigate complex platform and integration issues for enterprise merchants using our delivery orchestration system, diagnose configuration questions, API and webhook behavior, and document resolutions.

This remote Australia role requires strong incident management, clear reproduction steps, and proactive monitoring with tools like Datadog, New Relic, and Grafana.

Qualifications

• 5+ years in Technical Support or related SaaS role.
• Experience diagnosing complex platform issues with APIs and webhooks.
• Excellent written communication during incidents.

Responsibilities

• Investigate platform configuration, API and webhook issues across Nash.
• Coordinate P1 incidents and provide clear escalations to Engineering or Enterprise Operations.
• Monitor dashboards, alerts, and logs, documenting resolutions in the knowledge base.
• Escalate when needed with reproducible steps, impact, and severity.
• Contribute to knowledge base to reduce future incidents.

Skills

Incident response

Troubleshooting

Communication under pressure

Tools

APIs

Webhooks

Datadog

New Relic

Grafana

Pylon

Zendesk

Job description

Nash is seeking a Technical Support Specialist to join our 24/7 global team. You will investigate complex platform and integration issues for enterprise merchants using our delivery orchestration system, diagnose configuration questions, API and webhook behavior, and document resolutions.

This remote Australia role requires strong incident management, clear reproduction steps, and proactive monitoring with tools like Datadog, New Relic, and Grafana.