Technical Support Liaison at Nabis in Remote

About Nabis Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.Through modern, scalable infrastructure, our mission is to empower the world to discover cannabis by providing choice, access, and innovation. We’re at the forefront of this movement, building an innovative, technology-first platform to scale the entire cannabis industry. Backed by Y Combinator and investors, including DoorDash Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan, Nabis is rapidly expanding across the U.S. with the goal of becoming the largest and most influential cannabis distribution network globally. About the Role In a fast-moving 3PL startup, our software is the heartbeat of our entire operation. When something goes wrong, it isn't just a digital glitch—it’s a physical shipment that isn't moving. As our Technical Support Liaison (TSL), you are the critical technical bridge between our external Customer Experience (CX) team and our internal Engineering/DevOps squads.  You will use your deep customer empathy, combined with strong technical and troubleshooting skills, to act as our technical first responder—safely resolving data inconsistencies via 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 their escalations to ensure they are clear, urgent, and accurate before they reach the tech team. • Problem Solver: Investigate numerous operational issues such as "stuck" orders, inventory sync issues, or even financial workflow failures. You will learn to identify if an issue is a simple "user error" or a system bug that needs a developer's eyes. • Technical Triage & Log Hunting: Deep-dive into system monitoring tools (e.g. 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 (CCRs). Manually correcting order states, inventory sync errors, or address verification failures according to our established playbooks. • The Translator: You will take a customer’s frustration (e.g., "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 tells the team which "tiny bugs" are causing the biggest headaches for our customers. EXPERIENCE & COMPETENCIES CORE OPERATIONAL EXPERIENCE • 2+ Years in Customer Support/Service: You have a proven track record of handling customer inquiries with patience, empathy, and professional clarity. • 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 utilizing 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 HTTP status codes (e.g., 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 (Huge Plus): Prior exposure to E-commerce, Warehouse Management Systems (WMS), or shipping carrier integrations. You natively understand that an order progresses through a critical physical lifecycle. Compliance/Regulation Experience: Nabis’s core business is focused on cannabis compliance (track n trace). You have exposure to industries where compliance is a must.    Nabis is an Equal Opportunity Employer Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.