Remote SaaS Support Engineer — Incident & Debugging

Nash

United States

Remote

USD 60,000 - 90,000

Full time

8 days ago

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Benefits offered by this job

Flexible paid time off

Health, dental & vision insurance for/

Job summary

Nash is seeking a Technical Support Specialist to join a global 24/7 team, owning investigation, resolution, and escalation of complex platform issues across our delivery orchestration system. Remote in Eastern US, US time zone Friday–Tuesday, 8A–5P. Training: 4 weeks.

You’ll monitor, diagnose, and document issues while coordinating with Engineering and Enterprise Operations. This role emphasizes proactive monitoring, clear incident communication, and building knowledge to reduce future

Qualifications

2–5+ years in Technical Support or related SaaS role
Hands-on experience diagnosing complex platform issues
Comfortable with APIs and webhooks in production
Experience with monitoring tools (Datadog, New Relic, Grafana)
Clear written communication during incidents
Judgment on escalation vs investigation and thorough documentation
Located in US, Eastern Time (remote)

Responsibilities

Platform and integration investigation: diagnose configuration questions, error patterns, API and webhook issues
Escalation quality: provide clear reproduction steps and impact assessment for engineering or enterprise operations
Incident coordination: act as active shift lead for P1 incidents and coordinate with stakeholders
Proactive monitoring: watch dashboards/logs for anomalies and surface issues early
Knowledge base contributions: document resolution patterns to reduce future escalations
Overflow support: assist Delivery Support during peak windows