Nash

1 month ago

Technical Support Specialist, AU

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Join Nash’s 24/7 global Technical Support team to diagnose, investigate, and resolve complex platform and integration issues for enterprise merchants. You’ll own investigations, coordinate incidents, and contribute to a knowledge base, enabling faster future resolutions while collaborating with Engineering and Enterprise Operations.

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Platform and integration investigation: Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
•Escalation quality: When an issue needs Engineering or Enterprise Operations, you own the handoff — clear reproduction steps, investigation performed, impact assessment, and severity.
•Incident coordination: Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution.
•Proactive monitoring: Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.
•Knowledge base contribution: Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.

Pay and Benefits

Salary: AUD 75,000 - 95,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision

Key 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 — diagnosing what is happening, not just routing tickets
•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

Experience:5-6 yearsSaaS

Skills:CommunicationProblem-solvingCollaboration

Tech Stack:DatadogNew RelicGrafanaAPIsWebhooks

Company Brief

Nash

Builds AI-powered virtual assistants and agent platforms that help teams automate workflows, surface insights, and accelerate decision-making by integrating with enterprise tools and data sources. Focuses on conversational AI and task automation for business users.

Industry: AI & Machine Learning

Growth: Early Stage Startup

Website

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Nash

1 month ago

Technical Support Specialist, AU

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Platform and integration investigation: Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
•Escalation quality: When an issue needs Engineering or Enterprise Operations, you own the handoff — clear reproduction steps, investigation performed, impact assessment, and severity.
•Incident coordination: Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution.
•Proactive monitoring: Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.
•Knowledge base contribution: Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.

Pay and Benefits

Salary: AUD 75,000 - 95,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision

Key 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 — diagnosing what is happening, not just routing tickets
•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

Experience:5-6 yearsSaaS

Skills:CommunicationProblem-solvingCollaboration

Tech Stack:DatadogNew RelicGrafanaAPIsWebhooks

Company Brief

Nash

Industry: AI & Machine Learning

Growth: Early Stage Startup

Website