Technical Support Specialist, Nash
US East Coast
$75-95k
+ Offers Equity
More information about location
Last-mile delivery platform
Be an early applicant
Last-mile delivery platform
101-200 employees
Be an early applicant
$75-95k
+ Offers Equity
More information about location
101-200 employees
Company mission
To democratize local delivery for business across all industries and sizes.
Role
Who you are
- 2 - 5+ 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
- Comfortable 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 US, eastern timezone (remote)
Desirable
- 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
What the job involves
- This is a remote role, but candidates must be located in the US in Eastern timezone. 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
- 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
Our take
Nash makes it easier for businesses to manage same-day delivery by aggregating available providers such as Lyft, Uber, and DoorDash on one interface. This leaves the business free to select (or automate) the best option based on cost and availability. The startup works across a growing number of verticals, from food delivery to retail, pharmaceuticals or auto parts.
With a growing consumer demand for fast, hyperlocal delivery, small to medium-sized businesses often struggle to keep up with the logistics and costs. This has led to the emergence of more and more last-mile delivery startups. However, managing the huge variety of delivery options coming onto the market cost-effectively is often overwhelming and time-consuming.
Nash’s strategy of positioning itself between merchants and delivery companies is a clever one, so long as it can continue to build partnerships with both national and local delivery providers. So far, this strategy has paid off, and the company has experienced rapid growth since its founding in 2021. It already covers all of the USA and is eyeing expansion into Canada and the UK in the near future.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Jul 2022
$20m
SERIES A
Jan 2022
$9m
SEED
Total funding: $29.2m
Company HQ
The Castro, San Francisco, CA
Leadership
Mahmoud Ghulman
(Co-Founder & CEO)Former MIT Researcher, former Head of Business Development at enterprise AI tech company Mozn. Co-founded and was CEO of gig worker marketplace startup Arsann from 2016 to 2019, and is now a board member.
Aziz Alghunaim
(Co-Founder & CTO)Former Engineer at NYSE listed data software company Palantir Technologies. Is the Co-founder of Tarjimly, a tech nonprofit that connects bilinguals to volunteer as translators for refugees and humanitarian organizations.
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