[Hiring] Technical Support Specialist @Nash

Role Description

Nash is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team. This role sits at the heart of how Nash stabilizes the platform for our enterprise merchants - owning the investigation, resolution, and clean escalation of complex platform and integration issues across our delivery orchestration system.

Technical Support is Nash's intake and stabilization layer for everything beyond high-volume delivery inquiries. You'll be the person customers and internal teams rely on when something unusual is happening on the platform:

• A stuck integration
• An unexpected provider behavior
• A configuration question that needs real investigation

You'll resolve what you can, escalate what you can't with the context needed to move quickly, and help build the knowledge base that makes the next occurrence faster. This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously.

LOCATION
Remote in Eastern US (required)
US Time (Eastern): Friday - Tuesday, 8A - 5P

TRAINING
4 weeks, Monday - Friday

A note on location: This is a remote role, but candidates must be located in the US. This is a hard requirement driven by contractual data access obligations with our enterprise customers, not a preference - we are not able to make exceptions.

Qualifications

• 2 - 5+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
• Hands-on experience investigating complex platform issues - not just routing tickets, but actually diagnosing what is happening
• 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 or when customers are frustrated
• Judgment about when to investigate further versus escalate, and the discipline to document thoroughly either way
• Located in US, eastern timezone (remote)

Requirements

• Experience supporting logistics, marketplace, or high-volume transactional platforms (nice to have)
• Prior incident response or post-mortem participation (nice to have)
• Experience contributing to knowledge bases or support documentation that actually gets used (nice to have)
• Familiarity with ticketing platforms like Pylon, Zendesk, or similar (nice to have)

Benefits

• Early-stage, well-funded startup – directly impact the company and grow your career!
• Quarterly broader team on-sites to bond with teammates
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, and vision insurance for US employees