Technical Support Specialist

About the Opportunity

The organization is seeking a full-time Technical Support Specialist , US to join its global 24/7 technical support team. This role serves as the intake and stabilization layer for complex platform and integration issues across a delivery orchestration platform, handling issues beyond high-volume inquiries.

In this position, the specialist investigates, resolves, and cleanly escalates platform anomalies, stuck integrations, unexpected provider behaviors, and complex configuration questions. Key responsibilities include collaborating with customers and internal teams, conducting root-cause technical investigations, managing critical incident communications, and expanding documentation.

Role Schedule and Location

• Employment Type: Full time
• Work Location: Remote within the Eastern United States (US residence is strictly required due to contractual customer data access obligations)
• Schedule: Friday through Tuesday, 8:00 AM to 5:00 PM Eastern Time
• Training: Four weeks, Monday through Friday

Key Responsibilities

• Diagnose configuration inquiries, known error patterns, API and webhook issues, and account-specific behaviors across the platform.
• Maintain escalation quality when handing off issues to Engineering or Enterprise Operations, providing actionable reproduction steps, completed investigation details, impact assessments, and severity ratings.
• Serve as the active shift coverage for P1 incidents, coordinating communications, engaging Engineering immediately, and keeping internal stakeholders and customers informed through resolution.
• Proactively monitor observability dashboards, alerts, and logs using tools such as Datadog to detect anomalies and resolve emerging risks prior to customer impact.
• Document resolution patterns for novel issues within the knowledge base to establish repeatable processes and reduce future escalation volume.
• Provide overflow support for delivery support teams during peak volume windows when inquiries exceed their operational scope.

Required Qualifications

• 2 to 5+ years of experience in technical support, support engineering, or a related technical role in a SaaS environment.
• Hands-on experience investigating complex platform issues, focusing on diagnosing underlying technical causes rather than basic ticket routing.
• Demonstrated comfort troubleshooting APIs, webhooks, and integrations within a production environment.
• Experience with monitoring and observability tools such as Datadog, New Relic, Grafana, or equivalent systems.
• Clear, calm written communication skills, particularly during technical incidents or high-pressure customer interactions.
• Proven judgment regarding when to continue investigating versus when to escalate, accompanied by thorough documentation practices.
• Location in the United States within the Eastern time zone.

Preferred Qualifications

• Experience supporting logistics, marketplace, or high-volume transactional platforms.
• Prior participation in incident response coordination or post-mortem reviews.
• Experience writing and contributing to customer-facing or internal knowledge bases and support documentation.
• Familiarity with customer support and ticketing platforms such as Pylon, Zendesk, or similar tools.

Compensation and Benefits

• Competitive compensation
• Equity opportunity
• Health, dental, and vision insurance
• Paid time off