Technical Support Specialist

📋 Description

• Platform and integration investigation; diagnose API/webhook issues.
• Escalation with clear reproduction steps, impact, and severity.
• Incident coordination for P1 incidents with Engineering.
• Proactive monitoring of Datadog dashboards, alerts, and logs.
• Knowledge base contributions to reduce future escalations.
• Overflow support for Delivery during peak windows.

🎯 Requirements

• 5-6+ years in Technical Support or related SaaS role.
• Hands-on experience diagnosing complex platform issues.
• Comfort with APIs, webhooks, and integration troubleshooting.
• Experience with monitoring/observability tools (Datadog, New Relic, Grafana).
• Clear, calm written communication during incidents.
• Located in Australia (remote).

🎁 Benefits

• Early-stage startup with impact and growth.
• Quarterly team on-sites to bond with teammates.
• Competitive pay and equity opportunities.
• Flexible paid time off.
• Health, dental, and vision insurance.