Join Our Rockstar Team

We dream in years, plan in months and ship in days. Our culture is honest, fast paced, collaborative and very down to earth. We are a distributed team spanning over seven timezones.

We are passionate about the technical support space and machine learning. We enjoy hanging out with each other outside of work as much as we do working together.

About SupportLogic

We are a well-funded startup with investments from top tier investors in Silicon Valley. SupportLogic is an Intelligent Support™ Platform that  leverages natural language processing (NLP) and machine learning (ML) to empower businesses to improve their customer relationships, products, and operations. SupportLogic provides an abstraction layer for conventional ticketing systems (Systems of Record) such as SalesForce Service Cloud, Zendesk, JIRA, Dynamics and continuously analyzes the content of the ticketing system to provide intelligent recommendations and actionable insights in a timely fashion.

All Openings


Director of Sales

We are seeking a Sales player/coach and a hunter who is relentless, hands-on and enjoys building efficient sales operations from scratch.

Requirements:

  • Experience working in startup environments and closing deals with Fortune 500 enterprise companies
  • Excellent communication skills with the ability to articulate the value and distinct feature sets of the product
  • Empathetic to customer needs with a strong focus on customer success and building long term relationship
  • Experience selling to SalesForce Service Cloud, JIRA, ZenDesk, ServiceNow ecosystem will be a big plus
  • Engineering/Support Engineer background is a big plus

Lead Data Platform Engineer

The mission of the Data Platform team is to ensure that SupportLogic provides accurate and timely insights to all of our customers, whether they have 5 engineers or 5,000, 1 product or 1,000. We build and maintain production data pipelines, work closely with our ML team, and interact with sales and account teams (or sometimes directly with customers) to ensure customer success on our platform.

We are seeking data platform engineers with an interest and background in building reliable backend systems, data pipelines, and distributed systems in scalable and secure production environments. SupportLogic is a fast-moving and growing company so you must be comfortable learning and using new technologies, systems, and processes, even as they evolve around you.

Responsibilities:

  • Deliver innovative software in Python to normalize and transform customer data for analysis and machine learning with an emphasis on clean, modular, API driven, scalable and performant architecture.
  • Design, implement, and oversee the development of a complex, distributed system which provides an efficient data pipeline for scalable ML analysis and ETL
  • Work with peer team members to understand customer data requirements and design and implement solutions that address their needs
  • Operationalize, monitor, assess, and continuously improve the output of production infrastructure, data processing and/or machine learning jobs running in Google Cloud
  • Contribute to Engineering Process efficiencies like CI/CD, Security enhancements, quality improvements, etc
  • Hire, train, mentor and grow skills of other team members in this area

Required skills and competencies:

  • Located in the United States (due to customer data access requirements)
  • 8+ years of experience in developing distributed, multi-tier enterprise applications.
  • BS degree in Computer Science or similar technical field of study or equivalent practical experience
  • Solid background in Object Oriented Programming & Design, and data modeling with excellent coding skills in python (preferred) or Java / Go (willing to work in python)
  • Experience with SQL databases (Postgres preferred)
  • Strong Software engineering skills, including the ability to evaluate code complexity and reliability, performance, scale & security tradeoffs
  • Experience in design and implementation of cloud-based micro-services and public APIs with a good understanding of Docker containers, K8s clusters/pods
  • Experience in Agile development methodologies and delivering in CI/CD fashion.
  • Strong design intuition especially in the context of solving customer problems and user experience, coupled with strong architecture skills.
  • Proven ability to handle multiple, complex technical projects and the flexibility to work in a dynamic startup environment.
  • Must have previously contributed to multiple major product development cycles with successful customer adoption.
  • Excellent presentation, interaction and communication skills along with the ability to collaborate effectively across organizations.
  • Confident ability to interact with customers and work through requirements or escalations.

Nice-to-have:

  • Prior domain experience in Data Analytics, ML or Customer Success areas
  • MS in computer / data science
  • Prior startup experience
  • Experience with common python data science libraries, such as Pandas, numpy, and scikit-learn

The ideal candidate is a passionate individual familiar with the challenges and aspects of building and operating cloud services at scale. 

Lead QA Engineer

The mission of the Quality Assurance team is to ensure that SupportLogic provides the best-in-class quality software to our customers in a predictable fashion.

We are seeking QA engineers who have demonstrated excellence and leadership in quality initiatives spanning SaaS, UI, backend, ML, DevOps and CI/CD. SupportLogic is a fast-moving and growing company so you must be comfortable learning and using new technologies, systems, and processes, even as they evolve around you.

Responsibilities:

  • Work with peer team members to understand customer data requirements and design & deliver on quality initiatives that result in products with great customer experience
  • Review requirements and author & execute test plans/cases to comprehensively test product and ensure adequate quality
  • Invest in automation infrastructure and testing to ensure efficient and timely test coverage for ongoing releases
  • Contribute to Engineering Process efficiencies like CI/CD, Security testing, quality improvements, etc
  • Hire, train and grow skills of other team members in this area
  • Review and triage test failures and verify fixes 
  • Work with team to analyze code coverage using industry standard tools 
  • Be an active participant in planning and designing product features with the ability to view the application from a customer perspective 

Required skills and competencies:

  • Located in the United States (due to customer data access requirements)
  • 6+ years of experience in a QA leadership role delivering distributed, multi-tier enterprise applications.
  • BS/MS degree in Computer Science or similar technical field of study or equivalent practical experience
  • Must have previously contributed to QA leadership on major product development cycles with successful customer adoption.
  • Experience in Agile development methodologies and delivering in CI/CD fashion.
  • Proven ability to handle multiple, complex technical projects and the flexibility to work in a dynamic startup environment.
  • Prior experience in python automation for backend systems through API testing
  • Excellent presentation, interaction and communication skills along with the ability to collaborate effectively across organizations.
  • Good working knowledge of web applications and RESTful APIs and related testing platforms 
  • Strong Experience with build and delivery systems such as Jenkins, Git, Apt, Docker, etc. 
  • Confident ability in working with Support and escalation organization during critical escalations and feeding back (RCA) learnings to Eng organizations 

Nice-to-have

  • Prior domain experience in Data Analytics, ML or Customer Success areas
  • Prior startup experience
  • Prior experience in UI automation

Technical Product Manager

The Product Management team enables SupportLogic to deliver best of breed customer success solutions solving our customers’ real-life pain-points even before they recognize them clearly.

We are seeking an experienced Product Manager who has demonstrated excellence and leadership in defining the direction and delivering on the roadmap of cutting-edge SaaS software. SupportLogic is a fast-moving and growing company so you must be comfortable with constant change – learning and understanding new paradigms, systems, and processes, even as they evolve around you.

Responsibilities:

  • Hands-on Product Owner, defining, gathering and prioritizing technical requirements for new features and enhancements.
  • Interact with and consolidate customer feedback and data into user stories and define KPIs to measure the success of features over time.
  • Prioritize complex product features considering quality, resiliency and delivery timeline trade-offs – own the product roadmap.
  • Collaborate with UX designers, Engineering leaders and Customers providing feedback on suggested UI designs and requirements – own Product Design.
  • Insightful on market trends / competitive intelligence and evangelize at external forums, conferences, webinars and with customers.
  • Work closely with engineering teams clarifying requirements and ensuring delivery provides value to customers in a timely fashion to gain market share.
  • Motivate and challenge engineers to produce superb customer experience with minimal technical debt while continuously improving work processes. 
  • Liaison between Engineering, Sales, Marketing, Customer Success and Customers / Partners

Required skills and competencies:

  • 5+ years of experience as a Technical Product Manager for a SaaS enterprise software offering
  • Experience in Agile development methodologies prioritizing high-level requirements into shippable user stories.
  • Strong product design intuition especially in the context of solving customer problems and user experience.
  • Proven ability to handle multiple, complex technical projects and the flexibility to work in a dynamic startup environment.
  • Excellent presentation, interaction and communication skills along with the ability to collaborate effectively across organizations.
  • BS degree in Computer Science or similar technical field of study or equivalent practical experience
  • Willingness to travel and meet customers / partners

Nice-to-have

  • Prior domain experience in Data Analytics, ML or Customer Success
  • MBA
  • Prior startup experience

The ideal candidate must have a strong technical background (preferably as a software developer), strong business acumen and experience as a Product Owner or Technical Product Manager in a SaaS Enterprise Software company. A passionate individual familiar with the challenges and aspects of building and operating cloud services at scale.