About this role.
Nash is hiring a UK-remote Technical Support Specialist to investigate and resolve complex SaaS platform, API, webhook, configuration, and delivery-orchestration issues. The role owns high-quality escalations to Engineering and Enterprise Operations, coordinates P1 incident communications, and proactively monitors Datadog dashboards, alerts, and logs. It requires 5–6+ years of technical support or support engineering experience, strong production troubleshooting skills, and calm written communication under pressure. The working pattern is Thursday through Monday, 9am–6pm UK time, following four weeks of Monday–Friday training.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader UK market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first establish the impact, timeframe, affected accounts, request identifiers, and expected versus actual behaviour. I would review API logs, webhook events, recent configuration changes, provider responses, and monitoring data to identify patterns. If escalation is needed, I would provide reproducible evidence, severity, customer impact, and all investigation findings.
I would quickly confirm the scope and severity, engage the relevant Engineering contacts, and open a structured incident channel or workflow. I would maintain a clear timeline, provide regular factual updates to customers and internal stakeholders, and track mitigation through resolution. Afterward, I would ensure the incident record and any follow-up knowledge-base material are complete.
An actionable escalation includes a concise problem statement, business and customer impact, severity, affected systems or accounts, timestamps, identifiers, reproduction steps, expected and actual results, relevant logs, and troubleshooting already completed. This prevents duplicate investigation and enables Engineering to begin diagnosis immediately.
I use dashboards, alerts, logs, traces, and error-rate trends to validate reported issues and detect emerging problems before they affect more users. I correlate technical signals with account activity and deployment timing, then document the evidence and notify the appropriate owners when intervention is required.
I assess customer impact, incident severity, known runbooks, the evidence available, and whether the issue falls within support's access and ownership boundaries. I investigate enough to narrow the problem and collect high-value context, but I escalate promptly when engineering action, privileged access, or a potential systemic defect is indicated.
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 UK (required)
UK Time (GMT / BST): Thursday – Monday, 9A – 6P
TRAINING
4 weeks, Monday – Friday
A note on location
This is a remote role, but candidates must be located in the UK. 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.
WHAT YOU’LL OWN
Platform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.
Escalation quality. When an issue needs Engineering or Enterprise Operations, you own the handoff — clear reproduction steps, investigation performed, impact assessment, and severity. Escalations from this team are expected to be actionable on arrival.
Incident coordination. Serve as the active shift team for P1 incidents — coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution.
Proactive monitoring. Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.
Knowledge base contribution. Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.
Overflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.
WHAT WE’RE LOOKING FOR
5 – 6+ 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
Comfort 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 UK (remote)
NICE TO HAVE
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 actually gets used
Familiarity with ticketing platforms like Pylon, Zendesk, or similar
More about Nash
Nash is the platform that powers modern logistics.
Commerce has inverted. For decades, customers came to where products and services were. Now products and services come to them, on their terms, in real time. That shift has turned every company into a logistics company, even though almost none of them were built to be one. Couriers, fleets, gig workers, parcel carriers, in-store labor, and increasingly autonomous systems all have to be coordinated in real time, against tighter windows and rising expectations, with hard-fought customer trust on the line.
Nash unifies decisioning, execution, and capacity into a single programmable platform. Real-time, AI-native intelligence determines what should happen, operational control executes it, and the platform dynamically orchestrates capacity from any source: a company’s own fleets, partners, or the Nash delivery network. Whether a job involves a courier, a gig driver, an internal fleet, a store employee, a technician, or an autonomous vehicle, Nash selects the right resource and manages execution through completion.
We power delivery and logistics for some of the most recognizable brands in commerce, including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, alongside platforms like Shopify and Toast. Over the next decade, logistics will become as foundational to commerce as payments, cloud, and connectivity. Nash is the platform that powers it.
Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and is backed by Y Combinator, a16z, and other top investors. We are headquartered in San Francisco.
What You’ll Love About Us
✅ 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
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