Technical Support Liaison

🕒 June 25

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NABIS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🤝 B2B

🏪 Marketplace

B2B • Marketplace

NABIS is the leading licensed cannabis wholesaling platform, providing comprehensive services to licensed dispensaries and brands in California, New York, and Nevada. They offer a wide array of products with over 9,000 SKUs from more than 400 brands. NABIS supports its partners with services such as two-day shipping, warehousing, payment processing, and financing alongside advanced data analytics tools. Apart from facilitating cannabis distribution, NABIS offers financial solutions like invoice factoring and a streamlined software platform that ensures compliance and efficient management of inventory and finances. Their scalable platform empowers suppliers with instant state-wide reach and detailed analytical insights to optimize performance and sales strategies.

📋 Description

• 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.

🎯 Requirements

• 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. • 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.

🏖️ Benefits

• Nabis is an Equal Opportunity Employer