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Technical Support Specialist
Skills
APISoftware As A ServiceContextDashboardsEnterprise OperationsIT EscalationReproduction
What the job involves
The main requirements, responsibilities and hiring steps.
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 and diagnosing root causes
- Comfort with APIs webhooks and integration troubleshooting in a production environment
- Experience with monitoring and observability tools such as Datadog New Relic or Grafana
- Clear calm written communication during incidents and customer escalations
- Judgment about when to investigate further versus escalate and document thoroughly
- Located in the UK for remote work
Nice to have
- Detective mindset
- Calm under pressure
- Strong ownership
- Clear communicator
- Detail oriented
Day to day
- Investigate complex platform and integration issues across the Nash delivery orchestration system.
- Resolve configuration questions known error patterns API and webhook problems and account-specific behavior with calm precision.
- Coordinate P1 incidents monitor dashboards and logs and create clear actionable escalations and knowledge base updates.