Senior Technical Support Investigator - Remote AU

Nash; Sydney; Remote; AUD 105,000 - 140,000; Full time

Job summary

Nash is seeking a Technical Support Specialist to join our global, 24/7 Technical Support team, focusing on investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system.

You will own incident coordination, proactive monitoring, and knowledge base contributions, helping reduce future escalations while supporting enterprise customers across Australia from a remote setup.

Qualifications

• Experience investigating complex platform issues.
• Strong API/webhook troubleshooting in production environments.
• Ability to document investigations clearly for cross-functional teams.

Responsibilities

• Platform and integration investigation: diagnose configuration questions, known error patterns, API and webhook issues across the Nash platform.
• Escalation quality: provide clear reproduction steps and impact assessments for engineering handoffs.
• Incident coordination: act as the on-shift owner for P1 incidents and coordinate with stakeholders.
• Proactive monitoring: monitor dashboards and logs to surface anomalies early.
• Knowledge base: document resolution patterns to reduce future escalations.
• Overflow support: assist Delivery Support during peak periods.

Skills

APIs & webhooks

Incident diagnosis

Observability tools

Clear written comms

Remote Australia

Job description

Nash is seeking a Technical Support Specialist to join our global, 24/7 Technical Support team, focusing on investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system.

You will own incident coordination, proactive monitoring, and knowledge base contributions, helping reduce future escalations while supporting enterprise customers across Australia from a remote setup.