Customer Success Engineer

Back Ops is at the forefront of supply chain intelligence, leveraging advanced AI to optimize logistics processes. Our solutions empower logistics teams to maximize efficiency and focus on mission-critical initiatives. We are dedicated to transforming the supply chain industry through innovative technology and data-driven insights.

We’re looking for a Customer Success Engineer to act as the architect of customer success immediately after the sale. You will be the primary bridge between our customers and our Forward Deployed Engineering (FDE) team, ensuring that complex workflows are translated into powerful, automated realities.

This role requires more than just relationship management; it requires a detective’s eye for detail and a technical consultant’s ability to research solutions. You will be responsible for "derisking" projects by spotting the gaps in customer workflows that they forgot to mention, prioritizing resources to ensure timely delivery, and presenting solutions that create winning outcomes for both the customer and Back Ops.

• Forensic Workflow Analysis:
  Customers don’t always tell us the whole story. You will dig deep into their provided workflows to spot gaps, missing edge cases, and hidden dependencies, effectively "derisking" the deliverable before a single line of code is written.
• Technical R&D & Solution Scoping:
  Take ambiguous customer requirements and translate them into technical reality. If a customer uses a niche tool, you will research the documentation, investigate mappable APIs, and propose concrete solutions or workarounds to the Forward Deployed team.
• Resource Management & Prioritization:
  You will act as the gatekeeper for our Forward Deployed resources. You must balance aggressive customer timelines with engineering capacity, making smart prioritization decisions to deliver the highest impact.
• Executive-Level Communication:
  Lead high-stakes onboarding sessions and Business Reviews. You must be able to command a room, manage expectations, and negotiate "win-win" scenarios that satisfy the customer while protecting Back Ops’ interests.
• Drive Adoption & Growth:
  Own the long-term health of the account. Proactively identify areas where our AI agents can take on more work, and partner with Sales to expand the commercial relationship.

• 3–5 years in a Technical Post-Sales role (TAM, Implementation Manager, or Forward Deployed Strategist).
• Hyper-Observant & Analytical:
  You have an uncanny ability to read between the lines. You don’t just accept a process flowchart at face value; you ask "What happens if this fails?" and "Where does this data actually come from?"
• Strong Technical Research
  
  Skills:
  
  You are comfortable diving into API documentation for unfamiliar apps to determine feasibility. You can translate "We need this to talk to that" into a JSON payload example or an API endpoint suggestion for the engineers.
• Resource Management:
  Experience acting as a project lead, managing the bandwidth of technical teams, and having the backbone to push back or reprioritize when necessary.
• Master Communicator:
  You possess excellent presentation skills and emotional intelligence. You can explain technical constraints to non-technical stakeholders without losing their trust.

• Experience working with Forward Deployed Engineering models (e.g., Palantir, C3 AI, or similar high-touch SaaS).
• Experience in logistics, supply chain, or automation technology.

We take care of our team so you can do your best work.

• Competitive salary and performance-based incentives
• 401(k) plan
• Comprehensive health, dental, and vision coverage
• Daily meals and snacks provided in-office
• FTO
• Regular team bonding events, off-sites, and learning opportunities