FourKites, Inc.

• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services • Develop, prepare, and nurture customers for advocacy • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals • Facilitate a quarterly Executive Business Review to review goals, progress and opportunities • Understand white-space and work to identify and/or develop upsell opportunities • Advocate customer needs/issues cross-departmentally • Manage account escalations • Advocate internally for customer needs and connect on priorities

• Build and deploy integration solutions — EDI (214, 315), callbacks, custom payload mapping, and API integrations — with production-grade quality and full test coverage • Deploy agentic AI workflows that orchestrate supply chain operations live with customers present — configuring and deploying in the call, not gathering requirements to build later • Write and extend LangGraph-based workflow extensions and wrapped action customizations in Agent Studio • Use Claude, OpenAI, and other LLMs across the entire workflow — requirements documentation, integration design, code generation, testing and deployment; LLMs are not a convenience tool, they are how this team works • Participate in customer discovery and technical clarification calls — answering complex technical and product questions with concrete, innovative solutions in real time • Write thorough root cause analyses for integration failures and own the fix through to resolution • Perform code reviews on integration and AI workflow work and maintain the team's quality standards before any customer deployment • Contribute to the team's reusable integration package and AI workflow template library as you build • Mentor incoming FDEs — pair on hard problems, accelerate their ramp-up, and share institutional knowledge • Collaborate with Implementation Managers, Customer Success Managers, Solutions Consultants, Product Managers, and Engineering to deliver seamless customer outcomes

• Design and implement production-scale AI agent systems and orchestration frameworks (LangGraph, LangChain, similar architectures) • Lead architecture for multi-agent systems handling complex business workflows • Optimize deployment strategies using both LLMs and SLMs based on use case requirements • Build natural language-configurable business process automation frameworks • Implement multi-modal AI systems for document understanding (tables, charts, layouts) • Deploy and optimize LLMs/SLMs in production with fine-tuning techniques (LoRA, QLoRA, DPO) • Implement quantization strategies (INT8, INT4) and model distillation for edge deployment • Build evaluation frameworks including LLM-as-judge systems and regression testing • Design streaming architectures for real-time LLM responses (SSE, WebSockets) • Create semantic caching and embedding-based retrieval systems • Develop GraphRAG and long-context handling strategies (100k+ tokens) • Design scalable microservices with comprehensive observability (LangSmith, Arize, custom telemetry) • Build secure multi-tenant systems with prompt injection prevention and output validation • Implement cost optimization through intelligent model routing and fallback strategies • Develop document processing pipelines with OCR and layout understanding • Create event-driven architectures for real-time shipment tracking and exception handling • Build data pipelines for training data curation, synthetic generation, and PII masking • Implement RLHF/RLAIF feedback loops for continuous improvement • Design experiment tracking and model registry systems (MLflow, DVC) • Optimize inference costs through batch processing and spot instance utilization • Establish model governance, audit trails, and compliance frameworks

• Own the adoption metrics for the Visibility Group's product portfolio — define, track, and analyze feature usage, engagement, and retention KPIs. • Identify adoption gaps and friction points through direct customer engagement, usage data analysis, and feedback loops with Customer Success and Sales teams. • Develop and execute a product adoption roadmap with prioritized enhancements that drive measurable improvement in customer engagement and stickiness. • Work hands-on with product usage data and analytics platforms to generate actionable insights on customer behavior and feature utilization. • Build and maintain dashboards and reports to monitor adoption trends across customer segments, geographies, and product areas. • Partner with Data Science and Engineering teams to improve data instrumentation, event tracking, and reporting capabilities. • Translate quantitative data findings into clear product hypotheses and prioritized backlog items. • Actively engage with customers across various touchpoints — onboarding calls, QBRs, support escalations, and product feedback sessions — to develop a deep understanding of their workflows and unmet needs. • Collaborate with Customer Success Managers to build structured feedback channels that surface systemic product gaps. • Champion the voice of the customer in internal product planning discussions and roadmap prioritization. • Translate customer insights and usage data into detailed product requirements, user stories, and acceptance criteria for engineering teams. • Partner closely with engineering and design through the full development lifecycle — from discovery and scoping through delivery and post-launch monitoring. • Manage and prioritize the CX product backlog, balancing short-term adoption levers with longer-term platform enhancements. • Work with Product Marketing and Enablement teams to develop onboarding materials, feature announcements, and adoption playbooks. • Collaborate with Presales and Solutions teams during deal cycles to gather market requirements and inform the product roadmap.

• Own complex integration and AI agent implementations end-to-end — from technical discovery through go-live and post-launch enhancement — as the primary technical contact for 2–4 enterprise accounts • Design integration architectures with explicit attention to error handling, retry logic, observability, failure recovery, and multi-system authentication • Design and deploy agentic AI workflows that orchestrate supply chain operations — from requirements through production, including regression testing and validation before each customer deployment • Deploy AI agent workflows live with customers present — configuring and troubleshooting in the room during customer calls, not gathering requirements to build later • Run customer discovery sessions independently — hear a business problem and propose a technically credible, innovative solution on the spot without IM or management support • Use Claude, OpenAI, and other LLMs across the entire workflow — capturing requirements, designing integrations, generating integration specs, writing code, testing and deployment; the expectation is LLM-assisted work at every stage, not just at the keyboard • Represent FourKites from a technical lens during presales engagements — articulate integration architecture, agentic workflow capabilities, and platform extensibility to prospective enterprise customers alongside the Solutions and Sales teams • Join scoping and strategic customer calls alongside the SCA team to tackle the highest-complexity technical and product questions — come in with a point of view, not just answers • Perform code reviews on integration and AI workflow work from FDEs and enforce quality standards before deployment • Mentor FDEs — pair on hard problems, review their work consistently, and take accountability for their growth • Identify reusable integration patterns and AI workflow templates and formalize them for the team library • Scope and estimate level of effort for projects accurately and hold yourself accountable to those estimates • Collaborate with Implementation Managers, Customer Success Managers, Solutions Consultants, Product Managers, and Engineering to deliver seamless customer outcomes

• Partner with Product Management to develop and maintain roadmaps across shipment lifecycle domains (tracking, ETA, dispatch, carrier management) • Drive your pods to deliver roadmap features with agility and high quality — from concept to production at scale • Own Customer Portal 2.0 and similar customer-facing platform initiatives • Represent your teams and product lines in cross-functional discussions with Product, QA, SRE, Data Engineering, and Customer Success teams • Own and drive the reliability, performance, and scalability of 75+ OTR worker/services across 4 programming languages (Ruby, Java, Node.js, Python) • Maintain zero P0/P1 incident streak through proactive monitoring (Chronosphere, PagerDuty), RCA-driven improvements, and structured on-call rotations • Drive zero-bug-backlog culture with PMO-driven process excellence and AI-powered acceleration • Lead architecture modernization efforts including Ruby-to-Java/Spring Boot migrations (Shipments Platform) • Own Redis, Kafka, PostgreSQL, and ClickHouse health for OTR services; drive capacity planning and cost optimization • Champion AI-driven development lifecycle (AI-DLC) adoption across all pods — including Claude Code, MCP integrations, and agentic AI tooling • Own and scale Dispatch MCP — MCP endpoints co-located in OTR microservices enabling AI agents (Tracy, Sam, Foresight, Cassie) to interact with shipment data • Drive developer productivity through CI/CD pipeline optimization, DORA metrics tracking, code quality automation, and PR analytics • Build and maintain RCA bots using structured decision trees integrated with Cassie for L1 support automation • Establish and evangelize engineering best practices: code reviews, test coverage, release sign-off processes, and documentation standards • Hire, nurture, and mentor top engineering talent across multiple pods • Conduct structured performance appraisals, promotion nominations, and career development conversations • Manage performance improvement plans with empathy and accountability • Scale the org from current state to 9 pods by Q4 FY27 as per the staffing plan

• Design and implement low-latency REST and GraphQL APIs using Spring Boot, handling millions of requests daily with sub-100ms response times • Architect and build production-grade microservices with Spring Cloud — including service discovery, distributed config, circuit breakers, and API gateway integration • Build high-performance export and reporting services supporting large-scale data extraction for enterprise customers using Spring Batch and async processing patterns • Design resilient systems leveraging Spring's resilience patterns, rate limiting, and solve multi-tenancy challenges including "noisy neighbor" problems • Lead technical design reviews, establish backend engineering best practices, and mentor engineers across the team on Java and Spring Boot patterns • Collaborate closely with our US-based product and engineering teams to translate complex supply chain requirements into elegant, maintainable backend solutions

• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services • Develop, prepare, and nurture customers for advocacy • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals • Facilitate a quarterly Executive Business Review to review goals, progress and opportunities • Understand white-space and work to identify and/or develop upsell opportunities • Advocate customer needs/issues cross-departmentally • Manage account escalations • Advocate internally for customer needs and connect on priorities

• Develop, test and maintain Java backend applications • Write clean, efficient, and well-documented code • Design and implement data models and database schemas • Collaborate with the frontend team to integrate the backend with the user interface • Perform code reviews and ensure code quality standards are met • Troubleshoot and debug applications • Work with the DevOps team to deploy and manage applications in production • Continuously learn and stay up-to-date with new technologies and industry trends

• Lead end-to-end implementations of FourKites' Order Visibility and Inventory Visibility solutions, managing complex integrations with customer ERP systems (SAP, Oracle, JDA/Blue Yonder, Manhattan, etc.), Order Management Systems, Warehouse Management Systems, and Transportation Management Systems • Design and deliver solutions providing visibility into complete order lifecycle tracking from planning through final delivery, inventory visibility with SKU-level detail and stockout prevention, automated exception identification, root cause analysis of supply chain inefficiencies, and 30-day risk forecasting for inventory-constrained orders • Guide comprehensive data mapping and integration validation, ensuring accurate flow of order status, inventory levels, delivery information, and exception data • Provide guidance on order-to-shipment matching logic, order-to-delivery mapping, and inventory-to-order linkage to ensure complete visibility across the supply chain • Lead discovery and requirements gathering sessions to understand customer order management processes, inventory control methods, warehouse operations, and supply chain pain points • Develop comprehensive solution designs (blueprints) including custom order status mapping, risk configurations, inventory thresholds, KPI dashboards, and integration architecture with ERP, OMS, WMS, TMS, and YMS systems • Coordinate complex enterprise integrations across multiple systems, working with customer IT teams, integration partners, and FourKites technical teams • Guide Integration & Solution Validation phase, ensuring data accuracy across order, inventory, shipment, and delivery data • Facilitate User Acceptance Testing (UAT) validating order visibility, inventory visibility, and risk management capabilities • Work with technical teams to troubleshoot integration issues, resolve data quality problems, and guide production cutover activities • Oversee complex enterprise projects from initiation through hypercare, coordinating internal teams (Solution Architects, Integration Specialists, Order Visibility Engineering, Inventory Visibility Engineering) and external stakeholders across multiple time zones • Develop comprehensive project roadmaps following FourKites' implementation methodology: Kickoff → Requirements & Design → Configuration/Development → Integration & Solution Validation → UAT → Production Configuration → Super User Training → Go-Live & Hypercare → Transition to Customer Success • Manage scope, timelines, and deliverables while maintaining clear communication with C-suite executives, IT teams, procurement leaders, warehouse managers, and logistics operations managers • Create implementation documentation including requirements, solution designs, integration specifications, test plans, cutover plans, training materials, and value realization reports • Partner with Sales, Customer Success, Product, and Engineering teams to deliver cohesive customer experiences and provide real-time customer feedback to align product roadmap with customer needs