SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.

We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.

Overview of the role:

The team at SupportLogic is dedicated to improving the experience of today's Support professionals while helping companies serve and retain their customers through intelligent escalations, proactive interactions, and problem resolutions. In order to serve our customers in a way that enables them to serve their users, we are currently seeking a customer-centric, energetic, and highly motivated individual to join our Elevate Engineering Team. This engineer will be responsible for building and scaling our Elevate product, which is an AI-powered QA module that replaces spreadsheets and manual reviews with unbiased analyses of 100% of conversations at scale. This is an exciting opportunity for someone looking to take ownership of breaking down product requirements into beautiful and simple experiences for customers.

How your work will support our growth:

Write reusable, testable, well-structured, and modular code primarily in Python to create multi tenant services capable of processing millions of records, Terabyte scale data per month with SLA end to end latency
Collaborate with Product, Customer Success, and other Engineering teams.
Participate in in scrum activities to plan, develop and release working software
Work across the engineering team to help define the technical roadmap for the team
Scope, develop, test, and support engineering needs of our product initiatives.
Recommend tools and best practices to help build a transparent engineering culture.
Mentor other engineers, helping them pick up strong software engineering practices
Use a CI/CD based software development model in an Agile environment (JIRA) with end-to-end ownership of code delivery.
Use relevant technologies and cloud services like Docker, Kafka, and Redis to build highly performant and scalable systems

About you:

Expert level engineer who can design highly-scalable and performant micro-services and storage layers using common frameworks, languages, and cloud infrastructure - preferably Python, GCP, PostgreSQL
Able to convert design into code fluently without oversight.
Able to speak to complexity around data structures, algorithms and software design.
Good SQL and NoSQL skills.
Experience in building microservices & REST APIs
Experience in cloud object stores like S3, Google Cloud Storage, and containers like Docker.

Anticipated Comp Rate: $20-$40k USD/YR Based on experience.

About SupportLogic

SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.

We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies.. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.

How we support our employees' growth and well-being (an abbreviated list- our goal is to have healthy, well-rounded employees):

Healthcare (medical, dental, and vision) for employee+ family is fully covered by us + FSA, Teledoc, EAP program, and more- your health is our top priority, otherwise, you can't be expected to be your best at work.
ClassPass discount- whether it's yoga, bootcamp, cycling, or meditation that you crave, we're here to help make fitness accessible.
401k match- we match the first 3.5% of your contributions
Remote 1st, collaborative, and transparent culture.
Unlimited PTO where you're encouraged to take to recharge.

Our differences make us better:

Our commitment to diversity and inclusion is deep and core to the company we're building. Our users are diverse, and we believe that our company needs to reflect the diversity of our users in order to build the best possible product. Discrimination of any type will not be tolerated at SupportLogic, and we pride ourselves in making sure that all employees feel heard, supported, and challenged. To that end, SupportLogic prohibits discrimination on the basis of race, color, religion, creed, sex, age, marital status, national origin, mental or physical disability, political belief or affiliation, veteran status, sexual orientation, gender identity and expression, genetic information, and any other class of individuals protected from discrimination under state or federal law in any aspect of employment and application for employment.

If you are a California resident, please see our CCPA job applicant notice:

View our CCPA Job Applicant Notice

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