Senior Technical Support Liaison

Location: Remote

Department: Engineering

Reports to: Head of IT

(Remote | Open to PH Based Candidates Only)

The Mission

In a fast-moving 3PL startup, our software is the heartbeat of our entire operation. When something goes wrong, it is not just a digital glitch — it is a physical shipment that is not moving.

As our Senior Technical Support Liaison, you will serve as the critical technical bridge between our external Customer Experience (CX) team and our internal Engineering/DevOps squads. You will use strong customer empathy, advanced troubleshooting skills, and sound technical judgment to act as a senior technical first responder.

You will safely resolve data inconsistencies through established playbooks, translate vague or complex operational issues into precise technical tickets, guide escalation quality, and help strengthen scalable self-service and support processes.

What You’ll Do

Act as the Technical Bridge: Serve as the primary senior point of contact for external-facing teams. Review escalations to ensure they are clear, urgent, accurate, and properly documented before reaching the Engineering or DevOps teams.

Lead Technical Triage: Investigate operational issues such as stuck orders, inventory sync issues, financial workflow failures, order state errors, or shipping-related system issues. Determine whether the issue is user error, process-related, data-related, or a system bug requiring developer intervention.

Deep-Dive Into Logs and Monitoring Tools: Use system monitoring tools such as Datadog to identify patterns, review logs, trace system behavior, and uncover root causes before escalating issues to core software engineers.

Execute Operational Fixes: Run pre-defined SQL statements and parameterized scripts to process Customer Change Requests (CCRs). Manually correct order states, inventory sync errors, address verification failures, or other approved data issues in accordance with established playbooks and internal controls.

Translate Issues for Engineering: Convert vague customer or CX concerns such as “Why won’t this label print?” into clear, complete, and actionable technical reports. Include relevant Order IDs, timestamps, trace IDs, screenshots, API responses, logs, and reproduction steps when applicable.

Advocate for Customer Experience: Participate in the Weekly Operational Health Sync and represent recurring CX pain points. Help identify which bugs, workflow gaps, or system behaviors are creating the biggest operational impact for customers and internal teams.

Improve Support Quality: Help refine escalation standards, documentation, troubleshooting guides, and playbooks so the CX team can resolve more issues independently and consistently.

Support Junior or Less Technical Team Members: Provide guidance on technical triage, ticket quality, troubleshooting logic, and proper escalation practices.

Experience & CompetenciesCore Operational Experience

• 5+ Years in Customer Support, Customer Service, Technical Support, or Technical Operations: You have a strong track record of handling customer and internal team inquiries with patience, empathy, professionalism, and clear technical judgment
• Must Have US-Based Client/Company Experience: Prior experience supporting US-based clients, customers, or internal teams is required. You should be comfortable communicating professionally with US stakeholders and working within US business expectations
• Senior-Level Communication Skills: You can explain complex technical situations in a simple and professional way. You know how to write clear customer-facing updates, internal escalation notes, and detailed bug reports for engineers
• Strong Logical Thinking: You enjoy solving complex operational and technical puzzles. You naturally ask, “Why is this happening?”, “How did it get to this state?”, and “What evidence supports the root cause?”
• Adaptability in a Fast-Paced Environment: You are comfortable working in a startup environment where priorities can shift quickly based on customer impact, business needs, and operational urgency
• High Attention to Detail: In technical support, small details matter. You are meticulous when reviewing logs, IDs, timestamps, customer reports, SQL results, and escalation notes
• Ownership and Accountability: You take responsibility for driving issues forward, following through on escalations, documenting outcomes, and making sure the right teams have the right information

Technical Requirements & Competencies

Strong SQL Competency: You must be comfortable writing relational database queries independently. You know how to write efficient SELECT statements using WHERE filters and multi-table JOIN operations to track order states, data discrepancies, and operational workflows.

API Literacy: You have a clear conceptual understanding of REST APIs and webhooks. You understand HTTP status codes, including the difference between 400-level client errors and 500-level server errors, and can interpret what it means when an external API fails to respond.

Technical Troubleshooting Logic: You can review raw log data, trace IDs, error messages, API responses, or unformatted JSON payloads and logically map where a system transaction may have broken down.

Escalation Judgment: You know when an issue can be resolved through a playbook, when additional investigation is required, and when it should be escalated to Engineering with complete supporting evidence.

Documentation Discipline: You can maintain clear internal notes, update troubleshooting guides, and contribute to process documentation that improves team efficiency.

Nice-To-Haves

• 3PL/Logistics Orientation: Prior exposure to e-commerce, Warehouse Management Systems (WMS), shipping workflows, carrier integrations, fulfillment operations, or order lifecycle management is a strong plus. You understand that an order progresses through a critical physical lifecycle
• Compliance/Regulation Experience: Nabis’s core business is focused on cannabis compliance and track-and-trace requirements. Exposure to industries where compliance is important is preferred
• Experience Supporting Engineering or DevOps Teams: Prior experience working closely with developers, DevOps, product teams, or technical operations teams is a plus
• Startup or High-Growth Environment Experience: Experience working in a fast-moving company with evolving systems, processes, and priorities is preferred