Technical Support Specialist , UK

The role

You will investigate and resolve complex platform and integration issues for enterprise merchants. You will also coordinate P1 incidents, monitor dashboards, and contribute to the knowledge base.

What you will do

• Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior.
• Own the handoff to Engineering or Enterprise Operations with reproduction steps and impact assessment.
• Serve as the active shift team for P1 incidents by coordinating communication and engaging Engineering.
• Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks.
• Document resolution patterns for novel issues in the knowledge base.
• Act as overflow for Delivery Support during peak windows.

Required qualifications

• 5 - 6+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
• Hands-on experience investigating complex platform issues
• 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
• Judgment about when to investigate further versus escalate
• Located in UK

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

Benefits

• Quarterly broader team on-sites
• Competitive compensation
• Opportunity for equity
• Flexible paid time off

Before you apply

• Candidates must be located in the UK

About the company

Nash is a platform that powers modern logistics by unifying decisioning, execution, and capacity into a single programmable platform. The company was founded in 2021 and is headquartered in San Francisco.