[All remote jobs](https://jobicy.com/jobs.md)[![Nash logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/276c5895-221.png)](https://jobicy.com/company/nash.md)[Nash](https://jobicy.com/company/nash.md) # Technical Support Specialist, AU Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/nash.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryAUD 75k–95k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished14 Oct 2026Apply before13 Nov 2026Listing views43Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Nash is hiring an Australia-based Technical Support Specialist to investigate and resolve complex SaaS platform, integration, API, webhook, and configuration issues for enterprise logistics customers. The role handles high-quality escalation to Engineering and Enterprise Operations, coordinates P1 incident communications, and proactively monitors Datadog dashboards and logs. It requires 5–6+ years of technical support or support engineering experience, strong production troubleshooting skills, and calm written communication under pressure. The specialist will also document resolution patterns, maintain useful knowledge-base content, and provide overflow assistance for delivery support during peak periods. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position requires independent diagnosis of ambiguous production issues across integrations and a delivery orchestration platform, with sound judgment about escalation. P1 incident coordination and a continuous Friday–Tuesday AEST shift add operational urgency and complexity. ## Salary analysis Estimated compensation compared with the broader AU market for similar roles. Estimated job median (per year)Market rateA$85,000AU market range (per year)A$80k–A$110k0A$121.00k AI insightThe employer discloses annual compensation of AUD 75,000–95,000, with a midpoint of AUD 85,000. For an Australia-based technical support specialist with 5–6+ years of SaaS, API, integration, observability, and incident-response experience, an estimated Australian market range is AUD 80,000–110,000 per year. The stated range is credible, though its upper end may be below market for candidates with particularly deep support-engineering or incident-management experience. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[SaaS troubleshooting](https://jobicy.com/jobs?search_keywords=SaaS%20troubleshooting.md)[API troubleshooting](https://jobicy.com/jobs?search_keywords=API%20troubleshooting.md)[Webhook troubleshooting](https://jobicy.com/jobs?search_keywords=Webhook%20troubleshooting.md)[Integration support](https://jobicy.com/jobs?search_keywords=Integration%20support.md)[Incident response](https://jobicy.com/jobs?search_keywords=Incident%20response.md)[Incident coordination](https://jobicy.com/jobs?search_keywords=Incident%20coordination.md)[Datadog](https://jobicy.com/jobs?search_keywords=Datadog.md)[Observability](https://jobicy.com/jobs?search_keywords=Observability.md)[Log analysis](https://jobicy.com/jobs?search_keywords=Log%20analysis.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Knowledge base documentation](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20documentation.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Ticketing systems](https://jobicy.com/jobs?search_keywords=Ticketing%20systems.md)[Production support](https://jobicy.com/jobs?search_keywords=Production%20support.md) Sample interview questionsHow would you investigate a report that an integration is stuck and deliveries are not progressing?I would first confirm the scope, customer impact, affected accounts, and timing. I would review relevant logs, dashboards, API responses, webhook events, configuration, and recent changes to isolate the failure point. I would resolve known configuration or operational issues where possible; otherwise, I would escalate with reproduction steps, evidence, impact, severity, and the troubleshooting already completed. What information makes an escalation to Engineering actionable? An actionable escalation includes a concise problem statement, affected customers or workflows, start time and business impact, severity, reproducible steps, expected versus actual behavior, relevant request IDs or logs, and all investigation performed. It should clearly state what support needs from Engineering and eliminate avoidable back-and-forth. How do you communicate during a P1 incident when the root cause is not yet known? I communicate confirmed facts, customer impact, current mitigation actions, ownership, and the next update time without speculating about root cause. I keep internal stakeholders and customers aligned with concise, regular updates, then document the final resolution and follow-up actions once the incident is closed. How have you used monitoring tools such as Datadog, Grafana, or New Relic to prevent customer impact? I use dashboards and alerts to identify error-rate changes, latency increases, failed webhook deliveries, queue backlogs, and abnormal provider behavior. I correlate metrics with logs and recent deployments, validate the likely blast radius, and raise or mitigate issues before they become widespread customer-facing incidents. How would you turn a newly resolved issue into useful knowledge-base documentation? I would document the symptoms, affected conditions, diagnostic checks, root cause if known, resolution steps, escalation criteria, and supporting examples such as error messages or screenshots. I would write it for fast use during future incidents and review it with the team to ensure it is accurate and easy to find. Opportunity details ## About this role. Nash is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team. This role sits at the heart of how Nash stabilizes the platform for our enterprise merchants – owning the investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system. Technical Support is Nash’s intake and stabilization layer for everything beyond high-volume delivery inquiries. You’ll be the person customers and internal teams rely on when something unusual is happening on the platform: a stuck integration, an unexpected provider behavior, a configuration question that needs real investigation. You’ll resolve what you can, escalate what you can’t with the context needed to move quickly, and help build the knowledge base that makes the next occurrence faster. This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously. LOCATION Remote in Australia (required) AEST – Friday – Tuesday, 11A – 8P TRAINING 4 weeks, Monday – Friday A note on location This is a remote role, but candidates must be located in Australia. This is a hard requirement driven by contractual data access obligations with our enterprise customers, not a preference – we are not able to make exceptions. WHAT YOU’LL OWN * 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. WHAT WE’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 * Located in Australia (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 More about [Nash](http://Nash.AI) ### Nash is the platform that powers modern logistics. Commerce has inverted. For decades, customers came to where products and services were. Now products and services come to them, on their terms, in real time. That shift has turned every company into a logistics company, even though almost none of them were built to be one. Couriers, fleets, gig workers, parcel carriers, in-store labor, and increasingly autonomous systems all have to be coordinated in real time, against tighter windows and rising expectations, with hard-fought customer trust on the line. Nash unifies decisioning, execution, and capacity into a single programmable platform. Real-time, AI-native intelligence determines what should happen, operational control executes it, and the platform dynamically orchestrates capacity from any source: a company’s own fleets, partners, or the Nash delivery network. Whether a job involves a courier, a gig driver, an internal fleet, a store employee, a technician, or an autonomous vehicle, Nash selects the right resource and manages execution through completion. We power delivery and logistics for some of the most recognizable brands in commerce, including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, alongside platforms like Shopify and Toast. Over the next decade, logistics will become as foundational to commerce as payments, cloud, and connectivity. Nash is the platform that powers it. Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and is backed by Y Combinator, a16z, and other top investors. We are headquartered in San Francisco. ### What You’ll Love About Us ✅ Early-stage, well-funded startup – directly impact the company and grow your career! ✅ Quarterly broader team on-sites to bond with teammates ✅ Competitive compensation and opportunity for equity ✅ Flexible paid time off ✅ Health, dental, and vision insurance for US employees Show more [Apply now >](https://jobicy.com/jobs/155304-technical-support-specialist-au.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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