Platform Support Engineer - Remote (EST)

Nash

Oregon

Hybrid

USD 65,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Flexible Paid Time Off

Health Insurance

Dental & Vision Insurance

Job summary

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

This remote role requires US-based candidates in the Eastern timezone, with training over 4 weeks and coordinated hours Friday to Tuesday, 8A–5P ET. You will monitor dashboards, assist with P1 incidents, and help build our knowledge base to reduce future

Qualifications

2+ years in Technical Support, Support Engineering, or related SaaS role.
Experience diagnosing complex platform issues, not just routing tickets.
Familiar with APIs, webhooks, and integration troubleshooting in production.
Experience with monitoring/observability tools (Datadog, New Relic, Grafana).
Clear, calm written communication during incidents or with frustrated customers.
Judgment on when to investigate further and thorough documentation.
Located in US, Eastern timezone (remote).

Responsibilities

Investigate platform and integration issues, diagnose configuration questions and API/webhook behavior.
Own escalation with clear reproduction steps, impact assessment, and severity.
Coordinate active shift for P1 incidents and communicate with customers and stakeholders.
Monitor Datadog dashboards, alerts, and logs for anomalies and risks.
Contribute to knowledge base to reduce future escalations.
Provide overflow support for peak windows when needed.