Technical Support Specialist , US

📋 Description

• Diagnose configuration questions, known error patterns, API and webhook issues, and
• Own the handoff for escalations to Engineering or Enterprise Operations with clear reproduction
• Serve as the active shift team for P1 incidents, coordinating communication and engaging
• Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks; surface issues before
• Document resolution patterns for novel issues to build the knowledge base
• Act as overflow for Delivery Support during peak windows

🎯 Requirements

• 2-5+ years in Technical Support, Support Engineering, or a related technical role in a SaaS
• Hands-on experience investigating complex platform issues
• Comfortable 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
• Judgment about when to investigate further versus escalate, and discipline to document thoroughly

🎁 Benefits

• Early-stage, well-funded startup
• Quarterly broader team on-sites
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, and vision insurance for US employees