Technical Support Liaison (TSL)

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 Technical Support Liaison (TSL), you are the critical technical bridge between our external Customer Experience team and our internal Engineering and DevOps squads.

You will use your deep customer empathy, combined with strong technical and troubleshooting skills, to act as our technical first responder. This includes safely resolving data inconsistencies using playbooks, translating vague issues into precise technical tickets, and helping us build a scalable self-service future.

What You’ll Do

• The Bridge: Act as the primary point of contact for our external-facing teams. You will review escalations to ensure they are clear, urgent, and accurate before they reach the tech team

• Problem Solver: Investigate operational issues such as stuck orders, inventory sync issues, or financial workflow failures. You will identify whether an issue is a simple user error or a system bug that needs a developer’s attention

• Technical Triage & Log Hunting: Deep-dive into system monitoring tools such as Datadog to uncover root causes before an issue is escalated to core software engineers

• Operational Fixer: Execute pre-defined SQL statements and parameterized scripts to process Customer Change Requests. You will manually correct order states, inventory sync errors, or address verification failures according to established playbooks

• The Translator: Take a customer’s frustration, such as “Why won’t this label print?” and turn it into a clear report for engineers, including the specific Order IDs and timestamps they need to find a fix

• Advocate for CX: Participate in the Weekly Operational Health Sync. You will be the voice that identifies which small bugs are causing the biggest headaches for customers

Experience & Competencies

Core Operational Experience

• 4–5 Years in Customer Support, Customer Service, or Technical Support: You have a proven track record of handling customer inquiries with patience, empathy, and professional clarity
• 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
• Superior Communication: You can explain complex situations simply. You know how to write a clear email and an even clearer bug report
• Logical Thinking: You enjoy puzzles. You like to ask, “Why is this happening?” and “How did it get to this state?”
• Adaptability: You are comfortable in a fast-paced environment where priorities can shift based on business needs
• High Attention to Detail: In the tech support world, all details matter. You are meticulous in your work

Technical Requirements & Competencies

• 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 down order states and data discrepancies
• API Literacy: You possess a clear conceptual understanding of REST APIs and webhooks. You understand status codes, such as distinguishing a 400-tier client error from a 500-tier server timeout, and can deduce what it means when an external API fails to respond
• Technical Troubleshooting Logic: You can look at raw log data, trace IDs, or an unformatted JSON payload and logically map out where a system transaction broke down

Nice-To-Haves

• 3PL/Logistics Orientation: Prior exposure to e-commerce, Warehouse Management Systems, or shipping carrier integrations is a huge 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 a must is preferred