From the listing
About the role
Nash is the platform that powers modern logistics, unifying decisioning, execution, and capacity into a single programmable platform. We power delivery and logistics for brands including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, alongside platforms like Shopify and Toast.
Nash is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team, owning the investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system.
This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously.
What you'll do
- Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
- Own handoffs to Engineering or Enterprise Operations with 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, reducing future escalation volume.
- Act as overflow for Delivery Support during peak windows when issues exceed their scope.
What they're looking for
- 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.
- Must be located in Australia due to contractual data access obligations with enterprise customers; no exceptions.
- 4 weeks of training, Monday - Friday.
Nice to have
- Experience supporting logistics, marketplace, or high-volume transactional platforms.
- Prior incident response or post-mortem participation.
- Experience contributing to knowledge bases or support documentation that actually gets used.
- Familiarity with ticketing platforms like Pylon, Zendesk, or similar.
Benefits, as listed
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