Technical Support Specialist , UK

Nash is seeking a remote Technical Support Specialist in the UK to join its global, 24/7 healthcare and logistics technology team at a senior level. Operating on a remote basis within the UK, the work schedule for this position follows UK time (GMT / BST) from Thursday to Monday, 9:00 AM to 6:00 PM, with an initial 4-week training period running Monday through Friday. Please note that being located in the UK is a strict requirement due to contractual data access obligations with enterprise customers, and no exceptions can be made.

Key Responsibilities for the UK Technical Support Specialist

• Investigate platform and integration issues, including configuration questions, API and webhook problems, and account-specific behavior.
• Manage escalation quality by providing clear reproduction steps, impact assessments, and severity details for Engineering or Enterprise Operations.
• Coordinate P1 incidents as part of the active shift team, handling communication and engaging Engineering promptly.
• Monitor Datadog dashboards, alerts, and logs proactively to catch anomalies.
• Document resolution patterns in the knowledge base and handle overflow for Delivery Support during peak windows.

Candidate Requirements

Applicants must hold a Bachelor’s degree and bring 5 to 6+ years of experience in Technical Support, Support Engineering, or a related technical SaaS role. The ideal candidate possesses hands-on experience diagnosing production environment issues involving APIs and webhooks, familiarity with observability tools like Datadog, New Relic, or Grafana, and strong, calm written communication skills under pressure. Experience supporting logistics or transactional platforms, participating in incident response, and using ticketing platforms such as Pylon or Zendesk is considered a plus. Salary for this role is market competitive.