Forward Deployed Architect - Support

About Loop

Loop is on a mission to unlock profits trapped in the supply chain (https://loop.com/article/unlock-profit-trapped-in-your-supply-chain) and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.

Loop’s modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart work with Loop.

Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.

About the Role
We are seeking a technically adept and proactive team member to join our Post-Production Support team as a Technical Support Architect. This role is critical in ensuring the ongoing stability, performance, and continuous improvement of deployed integration solutions between Loop and our clients’ TMS, FPA, WMS, YMS, ERP, and BI systems. The ideal candidate has hands-on experience with cloud architecture, integration methods (APIs, flat files, EDI), and development in Python or JavaScript. A strong problem-solving mindset, ability to triage and resolve technical issues, and a focus on optimizing support processes are essential.

Key Responsibilities

• Own post-go-live technical support for all deployed integrations, ensuring system uptime, data integrity, and seamless operation between Loop and client systems (TMS, ERP, BI, etc.).
• Triage, diagnose, and resolve integration incidents and service requests—acting as the technical escalation point for complex issues reported by clients or internal teams.
• Monitor integration health using observability tools and dashboards; proactively identify and address performance bottlenecks, data syncing issues, or integration failures.
• Lead root cause analysis for major incidents; document findings, recommend preventive measures, and implement fixes to reduce recurrence.
• Develop and maintain runbooks, knowledge base articles, and support documentation to empower Tier 1/Tier 2 teams and improve resolution efficiency.
• Collaborate with Product and Engineering teams to communicate recurring issues, gaps, or enhancement requests—ensuring client feedback directly informs the product roadmap.
• Deliver targeted training and enablement for client teams and internal support staff on integration best practices, troubleshooting, and system usage.
• Manage the technical aspects of minor enhancements and patches post-launch, coordinating testing and release with minimal disruption to client operations.
• Participate in cross-functional incident management processes; lead technical bridge calls during critical outages and ensure transparent, timely client communication.
• Track and report key support metrics (e.g., MTTR, incident volume, client satisfaction); use data to identify trends and drive continuous improvement in support delivery.
• Maintain a strong understanding of industry standards and emerging technologies in logistics, ERP, and integration platforms to recommend relevant upgrades or innovations.
  
  

Qualifications

• Hands-on experience with cloud-based integration development (Python, JavaScript) and modern DevOps practices.
• Deep familiarity AWS, AZURE, GCP, and Integration platforms
• Proven ability to troubleshoot complex integration issues across APIs, flat files, and EDI.
• Strong organizational skills to manage multiple concurrent support cases and prioritize based on business impact.
• Excellent communication to liaise between technical teams, clients, and business stakeholders.
• Proactive, customer-focused mindset with a commitment to operational excellence and continuous improvement.
  
  

Success Measures

• Reduction in incident volume and resolution time for integration-related issues.
• High client satisfaction scores and low escalation rates.
• Effective knowledge transfer to Tier 1/Tier 2 support teams.
• Identification and implementation of process improvements that reduce support costs or enhance system reliability.

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
• 401k plan, FSA, Commuter benefits
• Unlimited PTO
• Generous professional development budget to feed your curiosity
• Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership

Salary Range based on experience and skills 130,000 - 150,000

Why You Should Join Loop