Forward Deployed Architect, Loop
Support
$130-150k
Logistics payments platform
Be an early applicant
Logistics payments platform
21-100 employees
Be an early applicant
$130-150k
21-100 employees
Company mission
To simplify logistics payments.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Our take
In the complex landscape of global supply chains, outdated financial infrastructure and manual processes have created a significant challenge for businesses in the logistics sector. Legacy systems often rely on labor-intensive methods for recording crucial shipping documents, leading to poor auditing practices and a lack of a single, reliable "source of truth" for payment transactions.
Loop, an audit and payment platform, is actively addressing these challenges with its AI-driven approach to transportation financial data. The company's platform consolidates and analyzes information, providing real-time insights into costs, improving accuracy, and unlocking savings for its users.
In a 2023 milestone, Loop raised $35 million in a Series B funding round. This investment attests to the growing recognition of its value proposition, and its potential to transform the way money moves through the supply chain. With an expanding customer base (that in 2024 grew to include Saudi Arabia through a partnership with Mastercard) and over $3 billion in booked total payment volume to date, Loop is poised for further growth and innovation.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Oct 2023
$35m
SERIES B
Jan 2022
$24m
SERIES A
Total funding: $65m
Company benefits
- Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
- 401k plan
- Unlimited PTO
- Generous professional development budget to feed your curiosity
- Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership
Company HQ
SoMa, San Francisco, CA
Leadership
Matt McKinney
(Co-Founder & CEO)Previously worked as a Data Scientist at Uber and MakerSights and as an Analyst at Platform Science and Datalot. Also founded 171 Design Group.
Shaosu Liu
(Co-Founder & CTO)Previously a Software Engineer at Turn, Uber, and Uber Freight.
Chase Ellsworth
(Co-Founder)Previously a Software Engineer at Earnest. Prior to that they served as a Private Equity Associate at Sorenson Capital and as an Associate Consultant at Bain & Company.
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