Demonstrates expertise in diagnosing complex platform issues and troubleshooting APIs and webhooks in a SaaS environment. Proficient in incident response, documentation, and utilizing monitoring tools to ensure system reliability and customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceAPI TroubleshootingDatadog MonitoringIncident Response ParticipationKnowledge Base Contribution

Tech Stack

Tools & technologies

Grafana

About the role

Key responsibilities & impact

Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform
Own clear, actionable escalations to Engineering or Enterprise Operations, including reproduction steps, investigation performed, impact assessment, and severity
Serve as the active shift team for P1 incidents by coordinating communication, engaging Engineering, and keeping customers and stakeholders informed
Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks
Document resolution patterns for novel issues and contribute to the knowledge base
Provide overflow support for Delivery Support during peak windows
Investigate, resolve, and escalate complex platform and integration issues across Nash's delivery orchestration system

Requirements

What you’ll need

2–5+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
Hands-on experience investigating complex platform issues and diagnosing problems rather than only routing tickets
Comfortable with APIs, webhooks, and integration troubleshooting in a production environment
Experience with monitoring and observability tools such as 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, with discipline to document thoroughly
Located in the US, Eastern timezone
Experience supporting logistics, marketplace, or high-volume transactional platforms
Prior incident response or post-mortem participation
Experience contributing to knowledge bases or support documentation
Familiarity with ticketing platforms like Pylon, Zendesk, or similar

Benefits

Comp & perks

Equity opportunity
Quarterly broader team on-sites to bond with teammates
Flexible paid time off
Health, dental, and vision insurance for US employees
Early-stage, well-funded startup with opportunities to directly impact the company and grow your career

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingProblem DiagnosisIntegration SupportIncident ManagementDocumentation

Soft Skills

Clear CommunicationJudgmentCalm Under Pressure

Tools & Technologies

DatadogNew RelicGrafanaPylonZendesk

Industry Keywords

SaaSLogistics SupportMarketplace PlatformsTransactional PlatformsSupport Engineering