Customer Solutions Engineer

Summary

Chain is an AI execution layer for freight brokers that automates operational work such as carrier check calls, TMS updates, load booking, and shipper communications. The Customer Solutions Engineer owns the technical implementation and post-go-live support for freight brokerage customers, including integrations, data validation, configuration, issue triage, and customer communication.

Responsibilities

• Lead technical scoping for new implementations: workspace structure, tracking configuration, notification logic, agent behavior
• Configure TMS integrations end to end, including field mapping, status updates, and tracking provider setup
• Run technical kickoff calls and document the configuration decisions you make with each customer
• Validate data flow before go-live and through the first weeks of live freight
• Stay the technical point of contact after go-live: mapping changes, agent behavior questions, "why did the AI do that," and the occasional unhappy operations manager
• Triage issues, fix what you can, and write escalations engineering can act on without a follow-up call
• Turn what you learn on accounts into playbooks the rest of the team uses

Skills

• You've owned customers after go-live, not just before it. You've been the one accountable when an implementation went sideways
• You know how a brokerage runs: check calls, appointments, rate cons, PODs, detention, and what a dispatcher's day actually looks like
• You're comfortable in systems and data. REST APIs, field mappings, exports, and enough curiosity to trace a problem instead of forwarding it
• You use AI tools daily and you verify what they hand back. Our team debugs with them constantly
• You're self-directed. We have documentation and call recordings, not a training program. People here are on real accounts in week two
• A good portion of your week is customer conversations. If you want mostly heads-down work, this isn't the seat
• Hands-on time in McLeod, Tai, Revenova, Turvo, or Aljex
• Postman, SQL, or spreadsheet fluency

Qualifications

Must Haves

• You've owned customers after go-live, not just before it. You've been the one accountable when an implementation went sideways
• You know how a brokerage runs: check calls, appointments, rate cons, PODs, detention, and what a dispatcher's day actually looks like
• You're comfortable in systems and data. REST APIs, field mappings, exports, and enough curiosity to trace a problem instead of forwarding it
• You use AI tools daily and you verify what they hand back. Our team debugs with them constantly
• You're self-directed. We have documentation and call recordings, not a training program. People here are on real accounts in week two
• A good portion of your week is customer conversations. If you want mostly heads-down work, this isn't the seat

Nice to Haves

• Hands-on time in McLeod, Tai, Revenova, Turvo, or Aljex
• Postman, SQL, or spreadsheet fluency