Technical Support Specialist

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Nash

WebsiteLinkedInAll Job Openings

11 - 50 employees

🚗 Transport

🛍️ eCommerce

☁️ SaaS

Transport • eCommerce • SaaS

Nash is the leading delivery platform built to manage, orchestrate, and scale last-mile operations. With a focus on workflow optimization, fleet management, and orchestration, Nash provides businesses with a comprehensive solution for enhancing their delivery performance. The platform offers advanced tools for automating dispatch rules, integrating fleets, and transforming the check-out experience with dynamic delivery options. Nash caters to industries such as grocery, retail, restaurants, and pharmacy, empowering companies to exceed customer expectations and drive brand loyalty through enhanced customer engagement and analytics. As an essential infrastructure for last-mile logistics, Nash supports multi-market operations and partners with hundreds of delivery fleets globally, showcasing its impact and reliability in modern commerce logistics.

📋 Description

• Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform. • Own the handoff for escalations — clear reproduction steps, investigation performed, impact assessment, and severity. • Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers informed. • Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks. • Document resolution patterns for novel issues to reduce future escalation volume. • Act as overflow for Delivery Support during peak windows.

🎯 Requirements

• 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, but actually diagnosing what is happening • Comfort with APIs, webhooks, and integration troubleshooting in a production environment • Experience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar) • Clear, calm written communication — especially during incidents or when customers are frustrated • Judgment about when to investigate further versus escalate, and the discipline to document thoroughly either way • Located in Australia (remote)

🏖️ Benefits

• Competitive compensation and opportunity for equity • Flexible paid time off • Health, dental, and vision insurance