Solutions Engineer

Solutions Engineer

San Francisco

Sales

Hybrid

Full-time

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 Solutions Engineer to own the technical relationship with our customers from the first technical conversation through go-live. You will be the customer’s technical counterpart through discovery, demo, POC, scoping, implementation, and the handoff to Customer Success — the single technical owner across the deal.

This is not a pre-sales-only role, and it is not a post-sales-only role. It is full-lifecycle: you scope it, you build it. You will partner with Account Executives at the top of the funnel, lead technical demos and POCs, author SOWs, configure and deploy the solution, and pull in our Forward Deployed Engineering (FDE) team only when a novel build demands it.

When the customer hits their first measurable value, you warm-transfer the relationship to a CSM and move on to the next deal.

This role requires more than technical fluency. It requires a detective’s eye for detail and a consultant’s ability to translate ambiguous business problems into deployable architecture. You will “derisk” deals by spotting the gaps in customer workflows before code is written, decide when (and when not) to pull in FDE, and present solutions that create winning outcomes for both the customer and Back Ops.

• Discovery & Forensic Workflow Analysis: Partner with the AE on qualified opportunities. Translate the customer’s operational problem into a Back Ops 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.
• Technical Demo & Credibility: 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.
• POC Scoping & Execution: 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.
• Technical R&D & Solution Design: 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.
• Implementation & Time-to-Value: 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.
• FDE Resource Management: 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.
• Executive-Level Communication: 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 Back Ops’ interests. Translate technical constraints to non‑technical stakeholders without losing their trust.
• Warm Handoff & Selective Re-engagement: 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.
• Product Feedback Loop: You see every integration, every edge case, every workaround. Funnel reusable patterns and recurring gaps back to Product and Engineering…