Technical Support Specialist, AU

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

# Technical Support Specialist, AUNashRemote (Australia)Full-time$49,500 – $62,700 / yearUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageThis role investigates and resolves complex platform and integration issues for enterprise merchants using Nash’s delivery orchestration system. You’ll monitor production systems, coordinate incident response, and improve escalation and troubleshooting documentation as part of a 24/7 support team.* Permanent* Fully Remote* 5–6+ years### Skills and expertiseAPIsWebhooksDatadogNew RelicGrafanaPylonZendeskIncident response### Key responsibilities* Investigate platform configuration, API, webhook, and account-specific issues.* Coordinate P1 incidents and provide clear, actionable escalations to Engineering or Enterprise Operations.* Monitor dashboards, alerts, and logs, and document resolutions in the knowledge base.## How this job comparesCompared with 417 open senior customer success jobs on October 10, 2026.Similar open jobs: We Love AI Jobs lists 417 open senior customer success jobs at 145 companies.Remote work: This job is remote. 144 of the 417 senior customer success jobs (35%) are remote.AI in this role: Low. The company works with AI, but AI is a small part of this role's daily work. This is a technical support role focused on platform troubleshooting, integrations, monitoring, and incident coordination. Nash describes its platform as AI-native, but the posting does not indicate that AI systems or tools are a regular focus of the work.## Full descriptionNash is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team. This role sits at the heart of how Nash stabilizes the platform for our enterprise merchants - owning the investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system.Technical Support is Nash's intake and stabilization layer for everything beyond high-volume delivery inquiries. You'll be the person customers and internal teams rely on when something unusual is happening on the platform: a stuck integration, an unexpected provider behavior, a configuration question that needs real investigation. You'll resolve what you can, escalate what you can't with the context needed to move quickly, and help build the knowledge base that makes the next occurrence faster.This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously.LOCATIONRemote in Australia (required)AEST - Saturday - Wednesday, 9A - 6PTRAINING4 weeks, Monday - FridayA note on locationThis is a remote role, but candidates must be located in Australia. This is a hard requirement driven by contractual data access obligations with our enterprise customers, not a preference - we are not able to make exceptions.WHAT YOU'LL OWN• Platform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.• Escalation quality. When an issue needs Engineering or Enterprise Operations, you own the handoff — clear reproduction steps, investigation performed, impact assessment, and severity. Escalations from this team are expected to be actionable on arrival.• Incident coordination. Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution.• Proactive monitoring. Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.• Knowledge base contribution. Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.• Overflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.WHAT WE'RE LOOKING FOR• 5 - 6+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment• Hands-on experience investigating complex platform issues - not just routing tickets, but actually diagnosing what is happening• Comfort with APIs, webhooks, and integration troubleshooting in a production environment• Experience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar)• Clear, calm written communication — especially during incidents or when customers are frustrated• Judgment about when to investigate further versus escalate, and the discipline to document thoroughly either way• Located in Australia (remote)NICE TO HAVE• Experience supporting logistics, marketplace, or high-volume transactional platforms• Prior incident response or post-mortem participation• Experience contributing to knowledge bases or support documentation that actually gets used• Familiarity with ticketing platforms like Pylon, Zendesk, or similar