Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Investigating and resolving complex platform and integration issues for an enterprise delivery orchestration system with an accent on API and webhook troubleshooting. Focus on diagnosing ambiguous technical problems, coordinating P1 incidents, and building a robust internal knowledge base.

Location: Remote in Australia (Required)

Salary: A$75K – A$95K + Equity

Company

An AI-native programmable platform that unifies decisioning, execution, and capacity for global logistics and commerce brands.

What you will do

• Diagnose configuration questions, API and webhook issues, and account-specific behavior across the platform.
• Manage high-quality escalations to Engineering and Enterprise Operations with detailed reproduction steps and impact assessments.
• Coordinate communication and resolution for P1 incidents as the active shift team.
• Monitor Datadog dashboards and logs to surface emerging risks before they impact customers.
• Document resolution patterns for novel issues to reduce future escalation volume.
• Provide overflow support for Delivery Support during peak windows.

Requirements

• 5-6+ years of experience in Technical Support or Support Engineering within a SaaS environment.
• Hands-on experience diagnosing complex platform issues rather than simple ticket routing.
• Proficiency with APIs, webhooks, and integration troubleshooting in production environments.
• Experience with observability tools such as Datadog, New Relic, or Grafana.
• Must be located in Australia due to contractual data access obligations.
• Strong, calm written communication skills, especially during high-pressure incidents.

Nice to have

• Experience supporting logistics, marketplace, or high-volume transactional platforms.
• Prior experience in incident response or post-mortem participation.
• Experience contributing to usable support documentation and knowledge bases.
• Familiarity with ticketing platforms like Pylon or Zendesk.

Culture & Benefits

• Early-stage, well-funded startup offering significant direct impact and career growth.
• Quarterly team on-sites to strengthen collaboration and bonding.
• Competitive compensation and opportunity for equity.
• Flexible paid time off.
• Comprehensive health, dental, and vision insurance.