Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
When an issue needs Engineering or Enterprise Operations, own the handoff — 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 and internal stakeholders informed through resolution.
Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.
Document resolution patterns for novel issues so the next occurrence becomes a known pattern.
Act as overflow for Delivery Support during peak windows when issues exceed their scope.

5
6+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
Hands-on experience investigating complex platform issues
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 UK (remote)

Technical Support Specialist

Key skills