Customer Tech Delivery Specialist

About the role

As a Customer Tech Delivery Specialist, you will be the technical link between our customer-facing teams and our IT and development teams. You will turn customer and business requests into clear, build-ready requirements, troubleshoot and configure our supply chain management software, and test solutions before and after release. This role is based in Glen Allen, VA, but open to applicants in any location.

What you'll do

• Review incoming customer and internal requests for new features, reports, data interfaces and configuration changes, confirm the business problem, scope and priority, and send back requests that need more detail.

• Turn business requirements into well-written development tasks in Jira, including current and requested behavior, data mappings, acceptance criteria and test scenarios.

• Provide effort estimates and timeline input, and help prepare cost-benefit analyses and statements of work when approval is needed.

• Investigate and resolve issues with our transportation and supply chain management platform, customer data interfaces, electronic documents and reports, finding root causes and recommending fixes that prevent repeat problems.

• Analyze and troubleshoot customer data exchanges in formats such as X12, EDIFACT, XML, JSON and delimited files, and write clear specifications for new or changed interfaces and reports.

• Use SQL and data analysis to research issues, validate data and answer customer and internal questions.

• Plan and run feature, integration and user acceptance testing, confirm solutions work in production, and record results in Jira and Confluence.

• Use approved AI tools and automation to speed up requirements writing, SQL, data analysis and support work, check all AI-assisted output for accuracy, and suggest ways to reduce manual, repetitive work.

• Work with account management, support, implementation, operations and product teams, give technical recommendations, join customer calls when a deeper technical discussion is needed, and keep requesters updated until the work is delivered.

• Document solutions and configurations in the team knowledge base, and share knowledge with colleagues and training teams.

What you'll bring

• Experience in a technical analyst, business analyst, application support or similar role, ideally with enterprise software.

• Ability to turn business needs into clear written requirements and acceptance criteria.

• Working knowledge of SQL and data analysis for troubleshooting and validation.

• Familiarity with databases and software code structure include SQL

• Familiarity with data exchange formats such as X12, EDIFACT, XML, JSON or delimited files.

• Experience testing software and documenting results, plus comfort using tools like Jira and Confluence.

• Strong written and verbal communication, with a courteous, responsive approach to customers and colleagues.

• Sound judgment in prioritizing work, spotting critical customer-impacting issues and escalating risks promptly, and a commitment to data privacy and security practices.

• Willingness to use AI tools responsibly, including following data privacy and security policies.

Nice to have

• Experience with transportation management, supply chain or logistics software.

• Experience with EDI or integration platforms (for example, Extol).

• Experience with Jira and Confluence.

• Experience using AI tools or automation to improve workflows.

• Experience writing or specifying reports and electronic documents.

• Experience building automation or process improvements.

• Experience supporting customer training or business reviews.

Education & Certifications

Bachelor's degree in Computer Science, Information Technology, Supply Chain, or a related field (or equivalent practical experience)

Pref…