SaaS Technical Support Engineer - Integrations & Incidents

Nash; United States; Remote; USD 60,000 - 110,000; Full time

Job summary

Nash is seeking a technically adept Support Engineer to own platform and integration investigations for our SaaS delivery platform. You will diagnose API/webhook issues, coordinate escalations, and ensure clear reproduction steps for handoffs to Eng.

Based in the US Eastern time zone, you’ll work with Datadog and Grafana for monitoring, handle P1 incidents, and communicate findings to stakeholders with clarity and speed. Join a YC- and a16z-backed startup prioritizing ownership and collaboration.

Qualifications

• 2-5+ years in Technical Support or Support Engineering in a SaaS environment.
• Comfortable with APIs, webhooks, and integration troubleshooting, plus monitoring tools like Datadog or Grafana.
• Located in the US, Eastern timezone, with clear written communication and judgment for escalation.

Responsibilities

• Platform and integration investigation: diagnose configuration questions, API/webhook issues, and account-specific behavior.
• Escalation quality: own handoffs with clear reproduction steps, investigation performed, impact assessment, and severity.
• Incident coordination: serve as active shift team for P1 incidents, engaging Engineering and keeping stakeholders informed.

Skills

APIs troubleshooting

Webhooks

Integration troubleshooting

Monitoring tools

US Eastern timezone

Tools

Datadog

Grafana

Job description

Nash is seeking a technically adept Support Engineer to own platform and integration investigations for our SaaS delivery platform. You will diagnose API/webhook issues, coordinate escalations, and ensure clear reproduction steps for handoffs to Eng.

Based in the US Eastern time zone, you’ll work with Datadog and Grafana for monitoring, handle P1 incidents, and communicate findings to stakeholders with clarity and speed. Join a YC- and a16z-backed startup prioritizing ownership and collaboration.