Technical Support Liaison

This is a fully remote position, open to applicants in United States.

📋 Description

• The Bridge: Serve as the main point of contact for our external-facing teams. You will assess their escalations to confirm that they are clear, urgent, and accurate prior to reaching the tech team.

• Problem Solver: Investigate a variety of operational challenges such as "stuck" orders, inventory synchronization issues, or even failures in financial workflows. You will learn to discern whether an issue stems from simple "user error" or requires a developer's attention due to a system bug.

• Technical Triage & Log Hunting: Conduct thorough analyses using system monitoring tools (e.g., Datadog) to identify root causes before escalating issues to core software engineers.

• Operational "Fixer": Execute pre-defined SQL statements and parameterized scripts to address Customer Change Requests (CCRs). Manually rectify order statuses, inventory sync errors, or address verification failures in accordance with established playbooks.

• The Translator: Transform customer frustrations (e.g., "Why won't this label print?") into clear reports for engineers, including essential Order IDs and timestamps needed to find a resolution.

• Advocate for CX: Engage in the Weekly Operational Health Sync. You will represent the voice that informs the team about the "tiny bugs" causing significant issues for our customers.

⛳️ Requirements

• 2+ Years in Customer Support/Service: You have a demonstrated history of addressing customer inquiries with patience, empathy, and professional clarity.

• Superior Communication: You can simplify complex situations. You know how to compose a clear email and an even clearer "bug report."

• Logical Thinking: You enjoy solving puzzles. You like to inquire "Why is this happening?" and "How did it get to this point?"

• Adaptability: You thrive in a fast-paced environment where priorities may shift in response to business needs.

• High Attention to Detail: In the realm of tech support, every detail is crucial. You approach your work with meticulousness.

• SQL Competency: You must be adept at writing relational database queries independently. You know how to create efficient SELECT statements utilizing WHERE filters and multi-table JOIN operations to investigate order statuses and data discrepancies.

• API Literacy: You have a solid conceptual understanding of REST APIs and webhooks. You recognize HTTP status codes (e.g., distinguishing a 400-tier client error from a 500-tier server timeout) and can interpret the implications of an external API failing to respond.

• Technical Troubleshooting Logic: You can analyze raw log data, trace IDs, or an unformatted JSON payload and logically determine where a system transaction has failed.

🏝️ Benefits

• Nabis is an Equal Opportunity Employer