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# Technical Support Specialist

- **Company:** Nash Plc
- **Location:** UK (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Software as a Service, Monitoring of Systems, Datadog, Pylon Synchronization Software, Grafana, Bug Reporting, Performance Monitor, Zendesk, New Relic (SaaS), Webhooks
- **Published:** September 5, 2026
- **Apply:** https://startup.jobs/technical-support-specialist-uk-nash-4-8280824

## About the Role

This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously., * 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 UK (remote)

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

## Description

* 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. Escalations from this team are expected to be actionable on arrival.
 * 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.
 * Overflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.


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