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

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