Solutions Engineer

BackOps AI is at the forefront of supply chain intelligence, leveraging advanced AI to optimize logistics processes. They are seeking a Solutions Engineer to manage the technical relationship with customers throughout the entire lifecycle, from initial discovery to implementation and handoff to Customer Success.

Responsibilities:

• Partner with the AE on qualified opportunities. Translate the customer’s operational problem into a BackOps solution architecture. Customers don’t always tell us the whole story — dig into their provided workflows to spot gaps, missing edge cases, and hidden dependencies before they become surprises in implementation
• Lead the technical demo. Tailor it to the customer’s actual workflow, not a canned script. Address technical objections in real time and earn credibility with their engineering and IT counterparts
• Scope and run the POC when there is one. Define success criteria jointly with the customer, build a working configuration against real data, and show measurable value before signature
• Take ambiguous customer requirements and translate them into technical reality. If a customer uses a niche tool, you research the documentation, investigate mappable APIs, and propose concrete solutions or workarounds. Author the implementation plan, SOW, and capabilities/deliverables doc; identify integration points, risks, dependencies, and the eval set
• Configure, integrate, and deploy. Own the project plan, the timeline, and the cutover. Drive the customer to first measurable value (TTV). Manage stakeholders — theirs and ours — through go-live
• Act as the gatekeeper for our Forward Deployed Engineering team. Decide when a novel build genuinely requires FDE versus when you can solve it yourself. When FDE is needed, you own the overall timeline and customer relationship; they own the build. Have the backbone to push back, reprioritize, and protect engineering capacity
• Lead high-stakes scoping sessions, SOW reviews, and integration design conversations. Command a room, manage expectations, and negotiate win-win scenarios that satisfy the customer while protecting BackOps’ interests. Translate technical constraints to non-technical stakeholders without losing their trust
• When the customer hits their first KPI, run a joint health snapshot with the CSM and warm-transfer the account. Stay on call for material technical changes — not adoption tickets. Re-engage when CSM surfaces a newly qualified workflow
• You see every integration, every edge case, every workaround. Funnel reusable patterns and recurring gaps back to Product and Engineering so customer signal becomes product