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Solutions Architect

SupportLogic

SupportLogic

IT
India
Posted on Friday, October 6, 2023
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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.

Solutions Architect at SupportLogic

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.

As a Solutions Architect, you will be responsible for designing, developing, and implementing technical solutions for our SaaS-based support experience platform. The ideal candidate should have a strong technical background in PostgreSQL, 
Python, JSON, and CRM data architecture, as well as knowledge of customer support systems and processes. You will work closely with customers and internal teams to understand their technical needs and provide solutions that meet their 
requirements.How Your Work Will Support Our Growth:
  • Design technical solutions and architectures for our SaaS-based support experience platform.
  • Work closely with customers to understand their technical requirements and provide solutions that meet their needs.
  • Collaborate with internal teams, including development and product management, to ensure seamless integration of solutions.
  • Manage the implementation of technical solutions, providing project management, technical leadership, and guidance to internal teams and customers.
  • Perform data mapping and data integration between our platform and other systems.
  • Stay up-to-date with new technologies, industry trends, and best practices, and provide recommendations for the company's technical strategy.

About you (don't worry if you don't have this whole list- we expect you to learn with us):

  • Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
  • At least 8 years of experience in solutions architecture, software development, or a related field.
  • Experience in project management, leading technical implementation projects from inception to delivery.
  • Expertise in PostgreSQL, Python, JSON, and CRM data architecture.
  • Knowledge of customer support systems and processes.
  • Strong understanding of cloud infrastructure, microservices, and API design.
  • Experience working with enterprise-level customers and complex technical environments.
  • Strong communication and presentation skills, with the ability to explain technical concepts to non-technical stakeholders.
  • Willing to work US-based hours supporting customers around the globe.
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