Solution Architect - Professional Services Consultant



IT, Sales & Business Development
Posted on Tuesday, July 2, 2024

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.

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 Professional Services Consultant, at SupportLogic, you will primarily be focused on design, architecture, implementation, and integration of various data sources into the SupportLogic Application.

How your work will support our growth:

  • Develop and implement custom ETL solutions with partners like NTT and Aruba Networks.
  • Integrate Pendo data and CSAT survey data into our platforms.
  • Incorporate voice transcripts and custom fields from external data sources.
  • Create derived custom fields for advanced data analysis.
  • Build and optimize escalation processes and support for custom CRM schemas.
  • Embed SupportLogic insights into customer portals to enhance user experience.

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

  • Experience with ETL tools and processes, particularly with partners like NTT, Aruba Networks, Fivetran, and Snowflake.
  • Proficiency in integrating various data types, including Pendo data, CSAT survey data, and voice transcripts.
  • Strong understanding of custom fields, both standard and derived, and how they can be used to enhance data analysis.
  • Familiarity with CRM systems such as Salesforce Service Cloud, Zendesk, ServiceNow, MS Dynamics, JIRA, and Freshdesk.
  • Experience in building and managing escalation processes and objects.
  • Ability to support and customize CRM schemas to meet unique business needs
  • Knowledge of Universal WriteBack technology and its 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.