{"id":2941283,"url":"https://alion.io/job/nash-technical-support-specialist-us","title":"Technical Support Specialist , US East Coast","company":{"id":678645,"name":"Nash","domain":"nash.ai","url":"https://alion.io/company/nash-4","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":70,"open_postings":22,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Grafana","optional":false},{"name":"New Relic","optional":false}],"status":"live","first_seen_at":"2026-10-20T16:56:12Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-27T13:30:13Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":6},"description":"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.\nTechnical 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, escalate what you can't with the context needed to move quickly, and help build the knowledge base that makes the next occurrence faster.\nThis is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously.\nLOCATION\nRemote in Eastern US (required)\nUS Time (Eastern): Friday - Tuesday, 8A - 5P\nTRAINING\n4 weeks, Monday - Friday\nA note on location\nThis 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.\nWHAT YOU'LL OWN\nPlatform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the Nash platform.\n\nEscalation 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.\n\nIncident coordination. Serve as the active shift team for P1 incidents - coordinating communication, engaging Engineering immediately, and keeping customers and internal stakeholders informed through resolution.\n\nProactive monitoring. Watch Datadog dashboards, alerts, and logs for anomalies and emerging risks. Surface issues before they become customer-impacting where possible.\n\nKnowledge base contribution. Document resolution patterns for novel issues so the next occurrence becomes a known pattern. Your work directly reduces future escalation volume.\n\nOverflow support. Act as overflow for Delivery Support during peak windows when issues exceed their scope.\n\nWHAT WE'RE LOOKING FOR\n2 - 5+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment\n\nHands-on experience investigating complex platform issues - not just routing tickets, but actually diagnosing what is happening\n\nComfortable with APIs, webhooks, and integration troubleshooting in a production environment\n\nExperience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar)\n\nClear, calm written communication - especially during incidents or when customers are frustrated\n\nJudgment about when to investigate further versus escalate, and the discipline to document thoroughly either way\n\nLocated in US, eastern timezone (remote)\n\nNICE TO HAVE\nExperience supporting logistics, marketplace, or high-volume transactional platforms\n\nPrior incident response or post-mortem participation\n\nExperience contributing to knowledge bases or support documentation that actually gets used\n\nFamiliarity with ticketing platforms like Pylon, Zendesk, or similar\n\nMore aboutNash\nNash is the platform that powers modern logistics.\nCommerce 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 labor, 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.\nNash 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.\nWe 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.\nNash 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.\nWhat You’ll Love About Us\nEarly-stage, well-funded startup - directly impact the company and grow your career!\nQuarterly broader team on-sites to bond with teammates\nCompetitive compensation and opportunity for equity\nFlexible paid time off\nHealth, dental, and vision insurance for US employees","description_format":"text","description_chars":5466,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Delivery","AI Agents","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-10-20T17:22:57Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":92500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":6,"expected_fill_days":35,"reasons":["conf:0","stale_co","win:early","comp:junior"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":true},"html_url":"https://alion.io/job/nash-technical-support-specialist-us","json_url":"https://alion.io/job/nash-technical-support-specialist-us.json","meta":{"generated_at":"2026-10-27T17:16:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6839,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678645},"rest":"https://alion.io/mcp/rest/get_company?id=678645"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnash-technical-support-specialist-us"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnash-technical-support-specialist-us"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnash-technical-support-specialist-us"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nash-technical-support-specialist-us\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnash-technical-support-specialist-us"}]}