At a Glance
- Tasks: Investigate and resolve complex technical issues for our platform and integrations.
- Company: Join Nash, a cutting-edge logistics platform transforming commerce.
- Benefits: Competitive pay, equity opportunities, flexible time off, and health benefits.
- Other info: Remote role in the UK with excellent career growth potential.
- Why this job: Be the go-to problem solver in a dynamic tech environment.
- Qualifications: 5+ years in Technical Support with strong troubleshooting skills.
The predicted salary is between 40000 - 50000 £ per year.
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 behaviour, 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, 9A - 6P
TRAINING 4 weeks, Monday - Friday
A note on location: 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 behaviour 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 escape your problem, 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.
More about Nash
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 labour, 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.
- Flexible paid time off.
- Health, dental, and vision insurance.
Technical Support Specialist , UK employer: Nash
Nash is an exceptional employer for those looking to make a significant impact in the logistics sector. As a well-funded early-stage startup, we offer competitive compensation, equity opportunities, and a flexible work environment that fosters personal and professional growth. Our collaborative culture encourages innovation and teamwork, making it an ideal place for individuals eager to contribute to transformative solutions in the logistics industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist , UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nash. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nash before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist , UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nash:Your cover letter is your chance to shine! Tell us why you want to work at Nash specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nash!
How to prepare for a job interview at Nash
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
