Remote job
Technical Support Specialist , US
Job details
About this role
Role overview
Investigate and resolve complex platform and integration issues for enterprise users of a delivery orchestration service. As part of a round-the-clock support team, you will diagnose unfamiliar behavior, coordinate urgent incidents, and make sure issues passed to engineering or operations include the evidence needed to act.
Responsibilities - Troubleshoot platform configuration, API, webhook, and integration problems, using logs and other evidence to identify likely causes. - Own escalations by documenting reproduction steps, work completed, customer impact, and severity. - Coordinate response to critical incidents during your shift, engage engineering, and keep customers and internal teams informed through resolution. - Monitor dashboards, alerts, and logs for emerging issues and potential customer impact. - Document new findings and resolution patterns so future cases can be handled more quickly. - Provide overflow assistance to delivery support during peak periods.
Requirements - 2–5 or more years in technical support, support engineering, or a related technical role in a SaaS environment. - Practical experience diagnosing complex production issues, beyond routing or forwarding tickets. - Comfort troubleshooting APIs, webhooks, and integrations. - Experience with observability tools such as Datadog, New Relic, Grafana, or similar. - Clear, composed written communication during incidents and difficult customer interactions, with sound judgment about when to investigate and when to escalate. - Must be based in the United States in the Eastern time zone.
Nice to have - Experience with logistics, marketplaces, or high-volume transactional platforms; incident response or post-incident reviews; support documentation; or ticketing tools such as Zendesk or similar.
Benefits and work setup Remote role with a Friday–Tuesday, 8 a.m.–5 p.m. Eastern schedule. The listing specifies four weeks of weekday training and mentions flexible paid time off, health, dental and vision coverage for US employees, and potential equity.