> Markdown version of [/jobs/ext/3860374-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/3860374-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Technical Support Specialist

- **Company:** NASH & CO.
- **Location:** East Coast of the United States, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $75,000.0 - $95,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Monitoring of Systems, Datadog, Pylon Synchronization Software, Grafana, Bug Reporting, Zendesk, New Relic (SaaS), Webhooks
- **Published:** October 22, 2026
- **Apply:** https://www.builtincolorado.com/job/technical-support-specialist-us/11773504?handler=ApplyRedirect

## 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., * 2 - 5+ 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
 * Comfortable 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 US, eastern timezone (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

Investigate and resolve complex platform, API, webhook, configuration, and integration issues for enterprise merchants. Monitor Datadog dashboards, alerts, and logs; coordinate P1 incidents; create actionable engineering escalations; support customers and internal teams during disruptions; and document resolution patterns in the knowledge base. The role also provides overflow delivery support and requires clear communication, sound escalation judgment, and ownership in a 24/7 SaaS environment., * 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.