Technical Support Specialist

Description

The company is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team. This role sits at the heart of how the company 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 the company'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.

This is a role for someone who enjoys the detective work of complex, ambiguous technical problems, communicates clearly under pressure, and takes ownership seriously.

Requirements

• 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)
• 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 the company (the company's site)
• The company 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 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.
• The company 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 company delivery network. Whether a job involves a courier, a gig driver, an internal fleet, a store employee, a technician, or an autonomous vehicle, the company 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. The company is the platform that powers it.
• What You’ll Love About Us
• Quarterly broader team on-sites to bond with teammates Competitive compensation and opportunity for equity Flexible paid time off Health, dental, and vision insurance for US employees
• Experience: Any (new grads ok)
• Visa: US citizen/visa only

Conditions

Remote in Eastern US (required)

US Time (Eastern): Friday - Tuesday, 8A - 5P

TRAINING

4 weeks, Monday - Friday

A note on location

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.

WHAT YOU'LL OWN

Platform and integration investigation. Diagnose configuration questions, known error patterns, API and webhook issues, and account-specific behavior across the company 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.