Senior Technical Support Engineer - Remote UK, P1 Incident

Nash; United States; Remote; USD 67,000 - 101,000; Full time

Job summary

Nash is seeking a Senior Technical Support Engineer to join our global 24/7 team. Remote in the UK, with Thursday–Monday UK hours, you will own investigation, resolution, and escalation of complex platform and integration issues across our delivery orchestration system.

You will work with enterprise clients, contribute to knowledge bases, and coordinate with Engineering during incidents. Strong troubleshooting and observability experience are essential.

Qualifications

• 5–6+ years in Technical Support, Support Engineering, or a related SaaS role.
• Hands-on experience diagnosing complex platform issues, not just routing tickets.
• Experience with monitoring/observability tools (Datadog, etc.).
• Clear, calm communication during incidents and in high-pressure situations.

Responsibilities

• Platform and integration investigation: diagnose configuration questions, API/webhook issues, and account-specific behavior across the Nash platform.
• Escalation quality: provide clear reproduction steps and context for handoffs to Engineering or Enterprise Operations.
• Incident coordination: act as active shift lead for P1 incidents, coordinate with teams and customers.
• Proactive monitoring: watch dashboards, alerts, and logs to surface issues early.
• Knowledge base contribution: document resolutions to reduce future escalations.
• Overflow support: assist Delivery Support during peak windows when needed.

Skills

Datadog

API debugging

Webhook debugging

Incident coordination

Escalation management

Knowledge base

On-call handling

Tools

Pylon

Zendesk

Job description

Nash is seeking a Senior Technical Support Engineer to join our global 24/7 team. Remote in the UK, with Thursday–Monday UK hours, you will own investigation, resolution, and escalation of complex platform and integration issues across our delivery orchestration system.

You will work with enterprise clients, contribute to knowledge bases, and coordinate with Engineering during incidents. Strong troubleshooting and observability experience are essential.