Senior Technical Support Engineer at Nash - Grow Fast

Nash; United States; Remote; USD 67,000 - 101,000; Full time

Job summary

Nash is seeking a Senior Technical Support Engineer to join our global 24/7 team. Remote in the UK, with Thursday–Monday UK hours, you will own investigation, resolution, and escalation of complex platform and integration issues across our delivery orchestration system.

You will work with enterprise clients, contribute to knowledge bases, and coordinate with Engineering during incidents. Strong troubleshooting and observability experience are essential.

Qualifications

• 5–6+ years in Technical Support, Support Engineering, or a related SaaS role.
• Hands-on experience diagnosing complex platform issues, not just routing tickets.
• Experience with monitoring/observability tools (Datadog, etc.).
• Clear, calm communication during incidents and in high-pressure situations.

Responsibilities

• Platform and integration investigation: diagnose configuration questions, API/webhook issues, and account-specific behavior across the Nash platform.
• Escalation quality: provide clear reproduction steps and context for handoffs to Engineering or Enterprise Operations.
• Incident coordination: act as active shift lead for P1 incidents, coordinate with teams and customers.
• Proactive monitoring: watch dashboards, alerts, and logs to surface issues early.
• Knowledge base contribution: document resolutions to reduce future escalations.
• Overflow support: assist Delivery Support during peak windows when needed.

Skills

Datadog

API debugging

Webhook debugging

Incident coordination

Escalation management

Knowledge base

On-call handling

Tools

Pylon

Zendesk

Job description

Senior Technical Support Engineer at Nash - Grow Fast — Remote

This is a senior-level technical support role at a well-funded, early-stage startup (Y Combinator, a16z-backed) that is building critical infrastructure for enterprise logistics. At this stage of Nash's growth, the team is small enough that your individual contributions will be highly visible.

• Hands-on exposure to observability tooling (Datadog), API/webhook debugging, and P1 incident coordination — all highly transferable skills for roles in Site Reliability Engineering, DevOps, or Platform Engineering.
• Working directly with enterprise clients like Walmart and Shopify provides rare exposure to high-stakes, high-volume production environments.
• Knowledge base ownership and escalation quality management build a track record for moving into Support Engineering Lead or Technical Account Manager roles.

Compensation: No salary is disclosed, but for a 5–6+ year Senior Technical Support Specialist in the UK SaaS market, typical ranges fall between £50,000–£75,000 annually. The equity component at this stage (Series A/B-equivalent, backed by a16z) could be meaningful if Nash scales as intended.

Green flags: Backed by top-tier investors, recognizable enterprise customers, and a clear product thesis. The role has genuine technical depth — not a glorified ticket router.

Watch for: The Thu–Mon shift schedule is non-standard and may affect work-life balance, particularly social life on weekends. Confirm on-call expectations and incident response frequency before accepting.

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, elevate 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, 9AM – 6PM

TRAINING

4 weeks, Monday – Friday

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 escalation, 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

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

Can I work from outside the UK in this role? No. Nash explicitly states that UK residency is a hard requirement driven by contractual data access obligations with enterprise customers. No exceptions can be made.

What are the working hours and days for this position? The regular shift is Thursday through Monday, 9AM–6PM UK time (GMT/BST). There is also a 4‑week training period that runs Monday through Friday before the regular schedule begins.

Is there equity compensation offered alongside salary? Yes, Nash mentions competitive compensation with an opportunity for equity. Specific salary figures are not disclosed in the job posting.

What monitoring tools will I need experience with? Nash uses Datadog for proactive monitoring of dashboards, alerts, and logs. Experience with similar tools like New Relic or Grafana is also valued.

What level of technical experience is required for this role? Nash requires 5–6+ years in Technical Support, Support Engineering, or a related SaaS technical role, with hands‑on experience in API/webhook troubleshooting and platform diagnostics — not just ticket routing.

Remote work & career advice that actually works.