Technical Support Specialist , US

Nash

19h•$75,000 - $95,000•Remote

About The Position

Nash is hiring a Technical Support Specialist for its global, 24/7 Technical Support team. The role stabilizes Nash’s platform for enterprise merchants by investigating, resolving, and escalating complex platform and integration issues across its delivery orchestration system. Technical Support serves as the intake and stabilization layer for issues beyond high-volume delivery inquiries. The specialist investigates unusual platform behavior, resolves issues where possible, provides actionable escalations when needed, and contributes to the knowledge base so recurring issues can be handled more quickly. The role is remote for candidates located in the United States, specifically the Eastern US. The regular schedule is Friday through Tuesday, 8 a.m. to 5 p.m. Eastern time. Training lasts four weeks, Monday through Friday. US location is a firm requirement because of contractual data-access obligations with enterprise customers. Nash unifies decisioning, execution, and capacity in a programmable logistics platform, serving brands including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, as well as platforms such as Shopify and Toast. The company was founded in 2021, is headquartered in San Francisco, and is backed by Y Combinator, a16z, and other investors.

Requirements

2–5+ years of experience in Technical Support, Support Engineering, or a related technical role in a SaaS environment.
Hands-on experience investigating complex platform issues and diagnosing what is happening rather than only routing tickets.
Comfort with APIs, webhooks, and integration troubleshooting in a production environment.
Experience with monitoring and observability tools such as Datadog, New Relic, Grafana, or similar.
Clear, calm written communication, especially during incidents or when customers are frustrated.
Good judgment about when to investigate further versus escalate, and discipline in documenting either course of action.
Located in the US Eastern time zone; the role is remote.

Nice To Haves

Experience supporting logistics, marketplace, or high-volume transactional platforms.
Prior incident response or post-mortem participation.
Experience contributing to knowledge bases or support documentation that is used.
Familiarity with ticketing platforms such as Pylon, Zendesk, or similar.

Responsibilities

Investigate platform and integration issues, including configuration questions, known error patterns, API and webhook issues, and account-specific behavior.
Own escalations to Engineering or Enterprise Operations by providing clear reproduction steps, investigation findings, impact assessments, and severity.
Coordinate P1 incidents as the active shift team, engaging Engineering immediately and keeping customers and internal stakeholders informed through resolution.
Monitor Datadog dashboards, alerts, and logs for anomalies and emerging risks, surfacing issues before they affect customers where possible.
Document resolution patterns for novel issues to make future occurrences easier to resolve and reduce escalation volume.
Provide overflow support for Delivery Support during peak periods when issues exceed that team's scope.