Technical Support Specialist - 24/7 Global Team

Join Nash, a leader in modern logistics technology, as a Technical Support Specialist within our global, 24/7 Technical Support team. This pivotal role is crucial for maintaining platform stability for our enterprise merchants, focusing on the investigation, resolution, and effective escalation of complex platform and integration issues within our delivery orchestration system.

Technical Support serves as Nash's primary intake and stabilization layer, handling all issues beyond high-volume delivery inquiries. You will be the go-to expert when unusual platform events occur, such as integration failures, unexpected provider behaviors, or configuration challenges requiring deep investigation. Your responsibilities will include resolving issues independently, escalating complex problems with comprehensive context, and contributing to our knowledge base to enhance future resolutions.

This position is ideal for individuals who are passionate about solving intricate technical problems, communicate with clarity and composure under pressure, and possess a strong sense of ownership.

Location

• Remote in Australia (required)
• Working Hours: Saturday - Wednesday, 9 AM - 6 PM (AEST)

Training

• 4 weeks, Monday - Friday

Important Note on Location

This is a remote position, but candidates must reside in Australia. This requirement is non-negotiable due to contractual data access obligations with our enterprise clients.

What You'll Own:

• Platform and Integration Investigation: Diagnose configuration issues, known error patterns, API and webhook problems, and account-specific behaviors across the Nash platform.
• Escalation Quality: Ensure seamless handoffs to Engineering or Enterprise Operations by providing clear reproduction steps, detailed investigation findings, impact assessments, and severity levels. Escalations from this team are expected to be immediately actionable.
• Incident Coordination: Act as the primary contact during P1 incidents, coordinating communications, engaging Engineering promptly, and keeping customers and internal stakeholders updated through to resolution.
• Proactive Monitoring: Monitor Datadog dashboards, alerts, and logs to identify anomalies and potential risks, aiming to resolve issues before they impact customers.
• Knowledge Base Contribution: Document resolutions for novel issues to build a robust knowledge base, directly reducing future escalation volumes.
• Overflow Support: Provide support for Delivery Support during peak periods when issues exceed their scope.

What We're Looking For:

• 5-6+ years of experience in Technical Support, Support Engineering, or a similar technical role within a SaaS environment.
• Proven experience investigating complex platform issues, not just ticket routing, but genuine problem diagnosis.
• Proficiency in troubleshooting APIs, webhooks, and integrations in a production setting.
• Experience with monitoring and observability tools (e.g., Datadog, New Relic, Grafana).
• Excellent written communication skills, particularly in high-pressure situations or when dealing with frustrated customers.
• Strong judgment for determining when to escalate versus investigate further, coupled with a commitment to thorough documentation.
• Must be located in Australia (remote).

Nice to Have:

• Experience supporting logistics, marketplace, or high-volume transactional platforms.
• Prior experience in incident response or participating in post-mortems.
• Demonstrated experience contributing to widely-used knowledge bases or support documentation.
• Familiarity with ticketing platforms like Pylon, Zendesk, or similar.

About Nash:

Nash is the leading platform powering modern logistics. In an era where commerce is increasingly customer-centric, Nash transforms every company into a logistics provider. Our platform unifies decisioning, execution, and capacity management, leveraging real-time, AI-native intelligence to orchestrate resources from various sources – including internal fleets, partners, and the Nash delivery network. We ensure efficient delivery operations for diverse needs, from couriers and gig workers to internal teams and autonomous systems.

We proudly serve industry giants like Walmart, Urban Outfitters, 7-Eleven, and Woolworths, as well as platforms such as Shopify and Toast. Nash is positioned to be foundational to commerce in the coming decade, akin to payments and cloud infrastructure.

Founded in 2021 by MIT graduates and seasoned entrepreneurs Mahmoud Ghulman and Aziz Alghunaim, Nash is backed by prominent investors including Y Combinator and a16z. While headquartered in San Francisco, we operate with a global, remote-first team.

What You’ll Love About Us:

• Impactful Role: Join an early-stage, well-funded startup where you can significantly influence company direction and accelerate your career growth.
• Team Connection: Participate in quarterly on-sites for broader team bonding.
• Competitive Rewards: Receive competitive compensation and the opportunity for equity.
• Work-Life Balance: Enjoy flexible paid time off.
• Comprehensive Benefits: Access to health, dental, and vision insurance.