Remote 24/7 Tech Support Specialist (Australia)
Nash
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Benefits offered by this job
Job summary
Nash is seeking a Technical Support Specialist to join our global, 24/7 Technical Support team. You will own investigations, resolutions, and escalations for complex platform and integration issues across our delivery orchestration system.
Remote in Australia, with 4 weeks of training, and a strong emphasis on proactive monitoring, knowledge-base contribution, and rapid incident response.
Qualifications
- 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.
- Experience with APIs, webhooks, and integration troubleshooting in production.
- Experience with monitoring/observability tools (Datadog, New Relic, Grafana, or similar).
- Clear, calm written communication—especially during incidents or when customers are frustrated.
- Located in Australia (remote).
Responsibilities
- Platform and integration investigation across the company platform and APIs.
- Escalation quality: clear reproduction steps, impact assessment, and timely handoff to Engineering.
- Incident coordination as active shift owner for P1 incidents.
- Proactive monitoring via dashboards, alerts, and logs to detect anomalies.
- Knowledge base contribution to document resolution patterns for future incidents.
- Overflow support for Delivery Support during peak windows.
Skills
Tools
Job description
Nash is seeking a Technical Support Specialist to join our global, 24/7 Technical Support team. You will own investigations, resolutions, and escalations for complex platform and integration issues across our delivery orchestration system.
Remote in Australia, with 4 weeks of training, and a strong emphasis on proactive monitoring, knowledge-base contribution, and rapid incident response.
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