Platform Support Engineer: Incident Response (Remote UK)

We Love AI Jobs; United Kingdom; Remoto; GBP 38.000 - 58.000; Tempo pieno

Descrizione del lavoro

Nash 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.

You'll be the person customers rely on when something unusual is happening on the platform: a stuck integration, an unexpected provider behavior, or a

Competenze

• Hands-on experience diagnosing complex platform issues in a production SaaS environment.
• Ability to work with APIs, webhooks, and integration troubleshooting.
• Experience with incident management and post-incident analysis.

Mansioni

• Investigate platform configuration, API and webhook issues, and account-specific behavior.
• Escalate to Engineering with clear reproduction steps and impact assessment.
• Coordinate P1 incidents and communicate status to stakeholders.
• Monitor Datadog dashboards and contribute to knowledge base.

Conoscenze

APIs

Webhooks

Incident response

Clear communication

Troubleshooting

Strumenti

Datadog

New Relic

Grafana

Zendesk

Descrizione del lavoro

Nash 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.

You'll be the person customers rely on when something unusual is happening on the platform: a stuck integration, an unexpected provider behavior, or a