Senior Technical Support Engineer at Nash

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