SaaS Incident & Escalations Specialist (Remote)

Speedrun Talent Network; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Flexible paid time off

Equity opportunity

Job summary

Nash is seeking a Technical Support Specialist to join its global, 24/7 support team. You will own investigation, resolution, and escalation of complex platform issues for enterprise merchants, ensuring rapid, clear communication and thorough documentation.

Remote in Eastern US; US Eastern hours; 4 weeks of training. You will monitor dashboards, respond to incidents, and contribute to a growing knowledge base to reduce future escalations.

Qualifications

• 2–5+ years in Technical Support or related SaaS role.
• Hands-on experience diagnosing complex platform issues.

Responsibilities

• Diagnose platform and integration issues across Nash platform.
• Own handoffs to Engineering or Enterprise Operations with clear steps.

Skills

Technical support

SaaS

APIs

Webhooks

Datadog

New Relic

Grafana

Incident response

Clear written comms

Tools

Datadog

New Relic

Grafana

Job description

Nash is seeking a Technical Support Specialist to join its global, 24/7 support team. You will own investigation, resolution, and escalation of complex platform issues for enterprise merchants, ensuring rapid, clear communication and thorough documentation.

Remote in Eastern US; US Eastern hours; 4 weeks of training. You will monitor dashboards, respond to incidents, and contribute to a growing knowledge base to reduce future escalations.