Locus—Customer Success Engineer

Job description

Description: About Locus Battle-tested in 350+ deployments across 30+ countries, Locus is an agentic Transportation Management System for all-mile, all-channel, trusted by enterprises like Unilever, Nestlé, and Siam Makro. The platform unifies orders, capacity, and carrier networks into one living plan, aligning planning, execution, and settlement so promises become proof. AI co-pilots with guardrails surface risk early and recommend the next best move to protect SLAs and reduce empty miles. In 2025, Locus joined the Ingka Group (IKEA Retail) family, marking a major milestone in our journey. Backed by the scale and strength of IKEA, we continue to operate independently while accelerating our mission to make global supply chains faster, smarter, and more sustainable. Our Journey and Impact Since 2015, Locus has been on a mission to make logistics decision-making intelligent, sustainable, and real-world ready. Our platform has powered billions of deliveries across 30+ countries for global enterprises, driving measurable impact in cost savings, carbon reduction, and SLA performance. With the strength of the IKEA ecosystem behind us, we're scaling that impact even further. Our Global Footprint Headquartered in Bangalore, with teams across the U.S., U.K., UAE, and Southeast Asia, Locus brings together 170+ engineers, designers, and problem-solvers united by a single goal: to reinvent how the world moves goods. Traits We Value We look for people who are: - Global in mindset: curious about diverse markets and ideas. - Unrelenting in drive: energized by complex challenges. - Intelligent in approach: analytical, creative, and thoughtful. - Dynamic in execution: adaptive and decisive in fast-moving contexts. - Exact in craft: detail-oriented and committed to excellence. About the role Are you a technical problem-solver who is energized by getting to the bottom of things? Do you enjoy the moment a messy production issue turns into a clear explanation a customer can act on? Are you excited by the idea of using AI to do the repetitive half of your job, so you can spend your time on the half that actually needs judgement? If you're answering yes, you are the person we are looking for. As a Customer Success Engineer, you are the technical front line for enterprise customers running live supply chain operations on Locus. Their trucks move because our platform works — and when something looks wrong, you are the person who finds out why. You'll trace orders across integrations, APIs, planning, execution, and settlement; resolve what you can; and escalate the rest with evidence, not symptoms. Roles and Responsibilities - Own inbound customer issues end to end — reproduce, diagnose, resolve, and communicate — while providing an exceptional service experience along the way. - Debug production issues across the full order lifecycle: customer systems, integrations and APIs, planning and optimization, execution on the ground, and callbacks. - Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls, and reviews. - Investigate and escalate critical issues to the relevant stakeholders across the organisation, with complete diagnosis, business impact, and reproduction steps attached. - Write root cause analyses that an enterprise customer's own technical team will accept: what happened, why, who was affected, the fix, and how we prevent a repeat. - Become an expert on the Locus platform, and help educate customers on configuration choices and best practices. - Work closely with the Customer Success, Solutions, and Engineering teams to keep them informed of all important customer interactions. - Contribute to our knowledge base and Help Centre content, so customers can self-serve and so the next engineer solves the same issue faster. - Use AI to work faster and better. Use our AI assistants to triage incoming issues, draft responses grounded in our documentation, summarise long ticket histories, and search across our knowledge estate. Review and correct what the AI produces — you own the answer that reaches the customer. - Help automate yourself out of repetitive work. Spot the ticket patterns that shouldn't need a human, and turn them into documentation, alerts, scripts, or AI-assisted workflows. Who would fit the role? - 2–4 years in a customer-facing technical support, product support, or implementation role — ideally at a B2B SaaS product company. - Experience in or exposure to supply chain, logistics, or transportation technology — last-mile delivery, dispatch, TMS/WMS, fleet, e-commerce fulfilment, 3PL, or distribution. You should be comfortable with concepts like routes, trips, hubs, SLAs, and proof of delivery. - Demonstrable problem-solving and troubleshooting skills, and a logical thought process. You isolate variables rather than guessing. - Hands-on experience with REST APIs — reading documentation, constructing and firing requests, and interpreting JSON payloads, status codes, authentication, and webhooks/callbacks. Postman or equivalent. - Comfort with SQL and querying operational data to establish what actually happened, and when. - Experience with log analysis and application monitoring tools (New Relic, Groundcover, Datadog, Kibana, CloudWatch or similar) to trace failures across services. - Working familiarity with cloud platforms, particularly AWS, for log access and basic investigation. - Comfortable and curious with AI tools — you already use them in your daily work, and you know both where they save you an hour and where they need checking. - Experience with a ticketing system (Freshdesk, Zendesk or similar) and issue trackers such as Jira. - Strong working knowledge of Excel/Sheets. - Must be fluent in reading, writing, and speaking English, with excellent business writing, grammar, and mechanics when communicating with customers and co-workers. - Supporting clients across global time zones, thus hours of work may vary, including weekend coverage on rotation. This role includes working in a North America time zone for our western clients. Good to have - Ability to read code (Java, Python, or JavaScript) well enough to follow logic, and to write small scripts to automate a recurring check or report. - Exposure to routing or optimization concepts — clustering, vehicle capacity, time windows, and delivery constraints. - Experience with BI or self-serve analytics tooling. - Additional languages such as Spanish, Bahasa, or Arabic, for our Americas, Southeast Asia, and Middle East customers. What you should look forward to Life at Locus comes with added benefits as well: - A comprehensive Health Insurance policy that covers you and also your loved ones - No leave restrictions (you manage your own leaves) - At Locus, every member is an owner and a leader, no matter which team or function they represent. We believe that you are excited about the potential to make an impact in last-mile deliveries through technology and the prospect of creating a legacy that outlasts you! - The biggest joy of working at Locus, for all of us, comes from the opportunity to create value each day and experience autonomy in all we do. - You'll debug a real supply chain platform under genuine production load, for some of the largest enterprises in the world — the fastest way there is to get very good at this.