Customer Support Engineer

About our company

Optimal Dynamics is on a mission to automate and optimize the logistics industry through the use of advanced analytics. We are built on over four decades of groundbreaking research and development at Princeton University, representing the pinnacle of technological advancement in the logistics and transportation industry. Our customers experience sustained, tangible results with double-digit revenue lift after integration. Optimal Dynamics is a high-growth early-stage company with ~60 employees and $55M in funding. 

About our team

We are a team of bright, kind, and solution-oriented people focused on creating value for our customers. We can solve problems individually, but understand that the best solutions are found when the team brainstorms ideas together. We are excited about balancing the need to deploy new solutions quickly and designing solutions that are secured, reliable, maintainable and scalable for the long run.

Role Overview

Serves as a key technical liaison between Customer Service Managers, customers, and internal teams. Provides expert support to ensure the stability and performance of the OD platform. Responsible for diagnosing and resolving issues, improving customer satisfaction, and contributing to ongoing platform enhancements.

Key Responsibilities

• Technical Troubleshooting and Resolution: Deliver expert-level technical support to CSMs and customers by identifying, troubleshooting, and resolving complex issues related to the Optimal Dynamics platform.
• Customer Guidance: Engage directly with customers to understand and resolve technical concerns while providing clear, solution-focused communication to enhance the overall support experience.
• Cross-Team Collaboration: Work closely with Engineering, Product, Success Assurance, and Customer Service teams to identify trends, prevent recurring issues, and inform product improvements.
  
• Documentation: Create and maintain detailed technical documentation, including troubleshooting guides and internal knowledge base content, to support both customers and internal stakeholders.
  
• Product and Solution Knowledge: Maintain deep expertise in the Optimal Dynamics platform and stay current on product developments, logistics industry trends, and best practices to deliver proactive, informed support.
  
• Analytics Support: Serve as a key resource for the development and maintenance of internal business intelligence tools and processes, helping improve operational insights and analytics workflows.

Role Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience.
  
• 2+ years of experience in a technical support, solutions engineering, or customer-facing engineering role, ideally within a SaaS or logistics technology environment.
• Strong troubleshooting skills with the ability to identify, isolate, and resolve technical issues efficiently.
• Proficiency in writing and maintaining technical documentation and user guides.
• Familiarity with databases (e.g., SQL), APIs, and common support tools (e.g., Jira, Zendesk, Confluence).
• Experience working with data and business intelligence tools (e.g., Looker, Tableau, Power BI) is a strong plus.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.

Travel:

• Less than 25%

Benefits

• Competitive compensation, including Series B level equity
• Health / Dental / Vision 100% covered for employee and 50% for dependents
• Life Insurance, with optional supplemental insurance
• Flexible Spending Account (FSA)
• Health Spending Account (HSA)
• 401(k) with match
• Unlimited PTO (vacation, personal days, sick days, jury duty, military leave, bereavement)
• 11 Holidays
• Paid Parental Leave for all employees
• Short-term and Long-term Disability Insurances, and AD&D Insurance
• Fitness membership reimbursement
• Commuter benefits
• Flexible work from home policy
• Employee discounts

Optimal Dynamics is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

Optimal Dynamics is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to careers@optimaldynamics.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.