Technical Support Liaison

NABIS; United States; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Unlimited PTO

Medical/Dental/Vision benefits

401(k) match

Job summary

NABIS is seeking a Technical Support Liaison to bridge the Customer Experience and Engineering teams. In this role, you'll address customer inquiries, investigate order issues, and facilitate effective communication between teams to resolve software-related challenges.

Ideal candidates will have over 2 years in customer support, strong problem-solving skills, and the ability to thrive in a fast-paced environment. NABIS offers competitive benefits including unlimited PTO, medical coverage, and a 401(k) plan.

Qualifications

• 2+ years of experience in Customer Support/Service.
• Proven track record of handling customer inquiries with patience and clarity.
• Ability to explain complex situations clearly.

Responsibilities

• Act as the primary point of contact for external teams.
• Investigate stuck orders and inventory sync issues.
• Manage Customer Change Requests manually for timely updates.

Skills

Customer Support

Communication

Logical Thinking

Adaptability

Attention to Detail

Job description

Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We’re at the forefront of this movement, building an innovative, technology‑first platform to scale the entire cannabis industry. Backed by Y Combinator and investors, including DoorDash Co‑Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co‑founder Justin Kan, Nabis is rapidly expanding across the U.S. with the goal of becoming the largest and most influential cannabis distribution network globally.

Location Eligibility

This role is open to candidates based in the following states: CA, CO, FL, GA, IA, ID, IL, KS, MA, MD, ME, MI, MO, NJ, NV, NY, TN, TX, UT, VA, or WA. Applicants residing outside of these states will not be considered at this time.

About the Role

We are looking for a Technical Support Liaison. You are the critical bridge between our Customer Experience (CX) team and our internal Engineering team. We aren't looking for a software engineer; we are looking for a Customer Service Professional who is “tech-curious.” Your goal is to take your deep understanding of customer needs and translate it into clear, actionable information for our developers, while learning to use technical tools to fix common issues yourself. In a fast-moving 3PL startup, our software is the heartbeat of the warehouse. When something goes wrong, it isn't just a digital glitch—it’s a physical shipment that isn't moving.

Responsibilities

• The Bridge: Act as the primary point of contact for our external facing teams. You will review their escalations to ensure they are clear, urgent, and accurate before they reach the tech team.


• Problem Solver: Investigate “stuck” orders or inventory sync issues. You will learn to identify if an issue is a simple “user error” or a system bug that needs a developer's eyes.


• Operational “Fixer”: Over time, you will learn to perform “Customer Change Requests” (CCRs)—manually updating shipping details or re-triggering orders—using internal tools and basic scripts to keep the warehouse running.


• The Translator: You will take a customer’s frustration (e.g., “Why won't this label print?”) and turn it into a clear report for engineers, including the specific Order IDs and timestamps they need to find a fix.


• Advocate for CX: Participate in the Weekly Operational Health Sync. You will be the voice that tells the Engineering team which “tiny bugs” are causing the biggest headaches for our customers.

Qualifications

• 2+ Years in Customer Support/Service: You have a proven track record of handling customer inquiries with patience, empathy, and professional clarity.


• Superior Communication: You can explain complex situations simply. You know how to write a clear email and an even clearer “bug report.”


• Logical Thinking: You enjoy puzzles. You like to ask “Why is this happening?” and “How did it get to this state?”


• Adaptability: You are comfortable in a fast-paced environment where priorities can shift based on warehouse needs.


• High Attention to Detail: In the 3PL world, a single digit in a zip code matters. You are meticulous in your work.


• Unlimited PTO and paid holidays


• Medical/Dental/Vision offered to all full-time employees


• 401(k) plan with a match.

Equal Opportunity Employer

Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign‑born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.