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# Technical Support Specialist , UK

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[Apply for this job](#job-application)[View company](https://jobicy.com/company/nash.md)Share27 Aug 2026Published33Listing views2Application actions26 Sep 2026Apply before  Opportunity details

## About this role.

AI SummaryNash 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

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThe role requires independent diagnosis of ambiguous production and integration problems, sound escalation judgment, and active participation in P1 incidents. Success depends on combining technical investigation with precise stakeholder communication in a 24/7 support environment.

## Salary analysis

Estimated compensation compared with the broader UK market for similar roles.

Estimated job medianHighly competitive£50,000UK market range£40k–£60k0£66k

AI insightThe disclosed annual salary range is £40,000–£60,000 GBP, with a midpoint of £50,000. This is a plausible UK market range for an experienced Technical Support Specialist or Support Engineer in a SaaS environment, though roles with deeper engineering ownership or on-call obligations may command higher compensation.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Technical Support](https://jobicy.com/jobs?search_keywords=Technical%20Support.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[API Troubleshooting](https://jobicy.com/jobs?search_keywords=API%20Troubleshooting.md)[Webhooks](https://jobicy.com/jobs?search_keywords=Webhooks.md)[Integration Support](https://jobicy.com/jobs?search_keywords=Integration%20Support.md)[Incident Response](https://jobicy.com/jobs?search_keywords=Incident%20Response.md)[Datadog](https://jobicy.com/jobs?search_keywords=Datadog.md)[Observability](https://jobicy.com/jobs?search_keywords=Observability.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Knowledge Base Documentation](https://jobicy.com/jobs?search_keywords=Knowledge%20Base%20Documentation.md)

Sample interview questionsHow would you investigate a customer report that an API integration is intermittently failing?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.

Describe how you would handle a P1 incident during your shift.

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.

What makes an escalation to Engineering actionable?

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.

How have you used monitoring tools such as Datadog, Grafana, or New Relic in technical support?

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.

How do you decide whether to continue investigating an issue or escalate it?

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

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Platform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.

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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.

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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.

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Proactive monitoring. Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.

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Knowledge base contribution. Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.

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Overflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.

WHAT WE’RE LOOKING FOR

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5 – 6+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment

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Hands-on experience investigating complex platform issues – not just routing tickets, but actually diagnosing what is happening

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Comfort with APIs, webhooks, and integration troubleshooting in a production environment

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Experience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar)

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Clear, calm written communication — especially during incidents or when customers are frustrated

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Judgment about when to investigate further versus escalate, and the discipline to document thoroughly either way

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Located in UK (remote)

NICE TO HAVE

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Experience supporting logistics, marketplace, or high-volume transactional platforms

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Prior incident response or post-mortem participation

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Experience contributing to knowledge bases or support documentation that actually gets used

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Familiarity with ticketing platforms like Pylon, Zendesk, or similar

More about [Nash](http://Nash.AI)

### 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

Show more

[Apply now >](https://jobicy.com/jobs/151857-technical-support-specialist-uk.md)

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