Technical Solutions Support

Freight forwarding is a $200B+ industry you might not know about, but it’s the backbone of the global economy, ensuring goods move seamlessly around the world. Freight forwarders—like DHL, FedEx, and UPS—act as “travel agents” for goods, managing the complex operations that keep supply chains running.

Surprisingly, this critical industry remains largely untouched by modern software, with many processes still managed manually or through outdated systems. The ecosystem is so fragile that one missed email can disrupt an entire shipment, leading to delays, poor service, and financial losses.

At Raft , we’re building an AI platform to automate freight operations. From auditing invoices and preparing customs filings to syncing information across systems, we empower operators to work more efficiently and accurately. The impact? Faster service, fewer errors, and more time for businesses to focus on growth and customer service.

We’re fortunate to have the support of top investors who are just as passionate as we are about transforming the industry, including Eight Roads (Alibaba, Spendesk, Toast), Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam), and Dynamo Ventures (Sennder, Stord, Gatik).

What You’ll Do

• Support Solutions Engineers (SEs) and Implementation Managers (IMs) in setting up and configuring customer organizations within the platform, ensuring precision and alignment with requirements.
• Complete configuration and setup tasks assigned for customer onboarding and implementation.
• Collaborate closely with Customer Success teams to ensure seamless setup and customer satisfaction.
• Assist SEs and IMs in designing and configuring tailored solutions that maximize the platform’s capabilities.
• Confirm, document, and execute customer requests for configuration changes.
• Provide hands-on technical support for configurations, troubleshooting, and integration-related tasks.
• Analyze Customer Success tickets related to configuration issues and resolve them promptly using in-app tools such as Global Admin.
• Check and validate database values (particularly CW references) for customers or organizations as needed.
• Use GCP logs to support internal and customer queries effectively.
• Manage urgent escalations to unblock users and ensure business continuity.
• Identify, communicate, and escalate issues during configuration while partnering with SEs, IMs, and CSMs for resolution.
• Act as a technical resource for internal teams—answering configuration-related questions and providing best practices guidance.
• Participate in internal meetings to understand requirements, gather context, and ensure deliverables are aligned.
• Stay up to date with platform updates, new features, and configuration standards, sharing insights with the team.
• Maintain accurate documentation of configurations, setup processes, and configuration best practices.
• Continuously seek opportunities to optimize and streamline configuration processes for efficiency and scalability.

Who You’ll Be

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