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Technical Support Specialist , UK

Nash· Support
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Hybrid (UK)£40k - £60kFull-timePosted 2mo ago

About the role

Technical Support Specialist for Nash's global, 24/7 Technical Support team, focusing on investigation, resolution, and escalation of complex platform and integration issues for enterprise merchants, with emphasis on API/webhook troubleshooting, incident coordination, and knowledge-base enrichment.

Responsibilities

  • 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.
  • Incident coordination. Act 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.
  • Knowledge base contribution. Document resolution patterns for novel issues so the next occurrence becomes a known pattern.
  • Overflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.

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 - 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 escalate, and the discipline to document thoroughly either way
  • Located in UK (remote)

Skills

Required:Technical investigationAPI and webhook troubleshootingMonitoring and observability toolsIncident management

Benefits

  • Competitive compensation
  • Flexible paid time off
  • Health, dental, and vision insurance for US employees
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Nash

Nash is the digital logistics infrastructure for commerce

Last mile is a $500B industry powering digital commerce but managed largely with self managed API integrations. Nash approaches last mile orchestration with information completeness solutions from checkout, courier management, customer engagement, and post-purchase experience. Doing this enables merchants and customers to capture immense efficiencies, drive better customer experience, reliability and business outcomes. We are working towards a mission of processing a double digit percentage of every physical last-mile transaction. We achieve this by providing top of the market modules for each step of the customer journey and leveraging the network effects from having more information that allows traditional competitors to collaborate. It’s a big mission, but we are already seeing strong market pull as we are already serving some of the largest retailers in the world like Walmart, 7-Eleven and Woolworths. Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and has raised funding from top investors, including Y-Combinator and a16z, to build the world’s best logistics infrastructure platform. We are based in SF.

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