Technical Support Specialist
Investigates and resolves complex platform, API, webhook, and integration issues for enterprise merchants, coordinating incidents and actionable escalations. Requires 5–6+ years of SaaS technical support experience, strong written communication, and residence in Australia.
About the job
Responsibilities
- Investigate platform and integration issues, including configuration questions, known error patterns, API and webhook issues, and account-specific behavior.
- Escalate issues to Engineering or Enterprise Operations with reproduction steps, investigation details, impact assessment, and severity.
- Coordinate P1 incidents, engage Engineering, and keep customers and internal stakeholders informed through resolution.
- Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks.
- Document resolution patterns and contribute to the knowledge base.
- Provide overflow support for Delivery Support during peak periods.
Requirements
- 5–6+ years of experience in Technical Support, Support Engineering, or a related technical role in a SaaS environment.
- Hands-on experience investigating complex platform issues and diagnosing root causes.
- Experience with APIs, webhooks, and production integration troubleshooting.
- Experience with monitoring and observability tools such as Datadog, New Relic, or Grafana.
- Clear, calm written communication, particularly during incidents or difficult customer interactions.
- Strong judgment about when to investigate further versus escalate, with thorough documentation.
- Must be located in Australia.
Nice to Have
- Experience supporting logistics, marketplace, or high-volume transactional platforms.
- Prior incident response or post-mortem participation.
- Experience contributing to useful knowledge bases or support documentation.
- Familiarity with ticketing platforms such as Pylon or Zendesk.
Compensation and Benefits
- Competitive compensation and equity opportunity.
- Flexible paid time off.
- Health, dental, and vision insurance.
- Quarterly broader-team on-sites.
- Four weeks of Monday–Friday training.
Schedule
- Remote in Australia.
- Saturday–Wednesday, 9:00 AM–6:00 PM AEST.
Skills
APIs, Webhooks, Datadog, New Relic, Grafana, Observability, Production Troubleshooting, Incident Response, SaaS, Ticketing Platforms
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