Senior Technical Support Liaison
The Mission
In a fast-moving 3PL startup, our software is the heartbeat of the operation. When something goes wrong, it is not just a digital glitch - it may be a physical shipment that is not moving.
As our Technical Support Liaison (TSL), you will be the critical technical bridge between our external Customer Experience (CX) team and our internal Engineering and DevOps teams. You will combine customer empathy with strong SQL, troubleshooting, and technical communication skills to investigate data inconsistencies, safely support operational corrections, and translate recurring gaps into clear Engineering requests.
What You'll Do
The Bridge: Act as the primary technical point of contact for external-facing teams. Review escalations to ensure they are clear, appropriately prioritized, and supported by the correct order IDs, timestamps, screenshots, logs, and reproduction steps before they reach Engineering.
SQL Investigation and Root-Cause Analysis: Use read-only or limited PostgreSQL access to investigate stuck orders, WMS status mismatches, inventory synchronization issues, financial workflow failures, and other data discrepancies. Independently write SELECT statements with precise WHERE filters, multi-table JOINs, and audit-log lookups to identify where a transaction or status update failed.
Technical Triage and Log Hunting: Use tools such as Datadog, raw application logs, trace IDs, JSON payloads, and timestamps to reconstruct events and determine whether an issue is caused by user behavior, bad data, an integration failure, or a product defect.
Operational Safety and Dry Runs: Validate every proposed data correction before execution. Use dry-run SELECT queries, exact record filters, affected-row checks, transactions, and rollback strategies to ensure that only the intended records would be modified.Follow production change-control procedures and never exceed authorized access levels.
Operational Fixer: Execute approved, pre-defined SQL statements or parameterized scripts according to established playbooks. Safely support corrections to order states, inventory synchronization, or address verification issues only after the target records, expected result, approvals, and rollback plan have been confirmed.
The Translator: Turn customer-facing reports such as “the order is pending even though the WMS says shipped” into clear technical tickets that include the discrepancy, business impact, investigation performed, evidence collected, suspected root cause, and recommended next step.
Engineering Gap Analysis: Identify recurring incidents that cannot be safely resolved with existing tools or APIs. Draft structured technical requests for new internal tools, endpoints, monitoring, or force-sync capabilities, including the problem statement, proposed behavior, acceptance criteria, permissions, audit requirements, and operational risks.
Advocate for CX: Participate in the Weekly Operational Health Sync and represent the operational impact of defects, recurring manual work, and missing support capabilities.
Experience & Competencies- 5 Years in Customer Support, Customer Service, or Technical Support: A proven record of handling customer issues with patience, empathy, ownership, and professional clarity, preferably in a technical or operations-heavy environment.
US-Based Client or Company Experience: Prior experience supporting US-based clients, customers, or internal teams is required. You should be confident communicating professionally with US stakeholders and working within US business expectations.
Superior Communication: You can explain technical situations simply, write concise customer updates, and produce precise incident reports, escalation notes, and Engineering feature requests.
Logical and Investigative Thinking: You naturally ask what changed, where the process broke, which system is authoritative, and what evidence confirms the root cause.
Ownership and Accountability: You follow issues through investigation, escalation, remediation, verification, and closure rather than only passing them to another team.
High Attention to Detail: You understand that incorrect identifiers, broad SQL filters, missing timestamps, or incomplete reproduction steps can create operational risk.
Adaptability: You are comfortable in a fast-paced environment where priorities change based on customer and operational impact.
Technical Requirements & Competencies
PostgreSQL and SQL Competency: You can independently write efficient SELECT statements using precise WHERE clauses, aliases, INNER and LEFT JOINs, ordering, timestamps, and audit-table analysis to reconcile records across multiple systems.
Database Safety and Change Control: You understand read-only versus write access, dry-run strategies, record-count validation, transactions, BEGIN/COMMIT/ROLLBACK behavior, parameterized statements, least-privilege access, approvals, auditability, and the risks of unfiltered production updates.
API and Webhook Literacy: You understand REST APIs, webhooks, request and response payloads, authentication concepts, idempotency, and HTTP status codes, including the difference between 400-level client errors and 500-level server or integration failures.
Technical Troubleshooting Logic: You can trace a transaction across application data, WMS information, change logs, API responses, and monitoring tools to determine where the expected state transition failed.
Technical Request Writing: You can draft actionable Engineering requests with a concise problem statement, supporting evidence, business impact, proposed solution, acceptance criteria, safety controls, and clear definition of done.
Nice-to-Haves
3PL and Logistics Orientation: Experience with e-commerce, Warehouse Management Systems (WMS), order fulfillment, carrier integrations, inventory systems, or shipping workflows is a strong advantage.
Monitoring and Support Tools: Hands-on experience with Datadog or comparable monitoring, logging, ticketing, and incident-management platforms.
Compliance or Regulated-Industry Experience: Exposure to environments where data accuracy, audit trails, permissions, and track-and-trace requirements are critical is preferred. Nabis operates in a highly regulated cannabis ecosystem.