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 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 customer-centric, energetic, and highly motivated individuals to join our team. As a Principal Engineer, Applications at SupportLogic, you will primarily be focused on design, architecture and implementation of the SupportLogic Applications on public clouds.

How your work will support our growth:

Maintain up-to-date knowledge of technology standards, industry trends, emerging technologies, and software development best practices.
Build Enterprise Applications which are highly scalable .
Build data pipelines and structures that power predictive models and intelligence services on large-scale datasets with high uptime and production level quality
Integrate with CRMs to ingest customer data to build analytics data sets
Interface with internal Data Science, Engineering and Data Consumer teams to understand customer and product data needs
Advocate for better software development tools, practices to help build a transparent engineering culture
Participate in scrum activities to plan, execute and release software
Mentor new engineers on SupportLogic Platform development

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

8+ years of experience architecting, designing, developing and optimizing large scale applications, out of which at least 5 years is in SaaS domain
Strong experience in building with GCP and/or AWS infrastructure and services
Extensive experience working on complex architectures, integration points and implementations across enterprise customers. Familiar with best practices for architecture across enterprise customers.
Strong knowledge of Secure Development Lifecycle methodologies, Agile based methodologies, middleware platforms, development platforms
Collaboratively develop the application architecture through definition of architecture solutions, patterns, and strategy technology trends, technology standards, and application development
Designing/developing/re-engineering application components, development, integration and testing
Developing and maintaining an enterprise-wide technology and data strategy that supports an organization's goals and objectives
Expert knowledge and hands-on experience with cloud data platforms/services such as Snowflake, Azure Synapse, Informatica IICS, Databricks etc.
Excellent design and development experience with SQL and NoSQL databases, OLTP and OLAP databases
Proficient in executive communication but also comfortable conducting workshops and collaborating with technology teams.
Experience with data security and privacy best practices and threat modeling
Fluency developing tools, applications and backend services in Python
Strong experience with Snowflake and PostgreSQL including writing complex queries and performance tuning
Good understanding of the challenges of data quality and data testing and how to mitigate them
Command of Python ( REACT knowledge is added advantage )
Education in Computer Science, Engineering or training in a related field
Knowledge of Pub/Sub architectures or other messaging / streaming technologies
Experience with AI/ML or GenAI infrastructure or applications

How we support our employees’ growth and well-being:

Healthcare (medical) for employee, spouse and child(ren) is fully covered by us
Equity (stock options)
Remote 1st, collaborative, and transparent culture
PTO you’re encouraged to take to recharge

Equal Opportunity Employer- 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, HIV status, maternity status, protective order status, and any other class of individuals protected from discrimination under applicable state or federal law in any aspect of employment and application for employment.

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Contact

1400 Fashion Island Blvd. Ste. 1010
San Mateo, CA 94404
Tel: 650.854.1000
info@sierraventures.com

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