The Technical Account Manager will deliver technical leadership coupled with a deep understanding of customer support methods to drive greater business value and satisfaction. Our teams are dedicated to helping our customers see the benefits of our technology come to life. As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support.

The work you’ll do:

• Build trust. Ensure the company keeps its promises to customers, identify and address customer issues immediately and monitor through resolution. Likewise, manage customer expectations and facilitate our activities as agreed.
• Learn our product at a deep level and help customers do the same. Learn what’s happening next with the product, and help customers prepare for the use of new features.
• Understand how our customers define their own success with the product and help them work toward that success.
• Provide proactive guidance and creative solutions to address customers’ business problems and goals, and to deepen relationships and product usage.
• Be a voice for our customers during internal discussions and projects.
• Be a go-to resource for customers and key stakeholders on complex issues.
• Lead knowledge management across the products and customers.
• Analyze the customer data to show how game changing our product is and the value/impact on customer business.
• Work with product and engineering teams on customer feedback and feature improvements.

What you will bring to the role:

• 5 years of experience in technical customer-facing roles –  customer support, presales and post sales consulting and technical services.
• Experience with delivering technical pitches and providing on-demand training to users.
• Knowledge of AI/ML, NLP/NLU and database technologies, is a plus.
• Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Location: Anywhere; San Francisco Bay Area preferred.

About the Data Platform Team

The mission of the SupportLogic Data Platform team is to work with customers, the ML team, and the product/UI teams and design and build a coherent Data Platform that provides high-quality data to meet all of their data needs.

We are responsible for:

• Ingesting data from a variety of data sources (and for customers with anywhere from 10 to 10,000 support agents)
• Providing custom ETL for valued customers with unique data requirements
• Transforming and normalizing customer data so that it may be consistently used across a variety of ML and UI applications
• Providing rich data for Machine Learning model training and inference in production
• Providing low-latency data for UI teams in development and production environments
• Integrating our Data Platform with the outside world (Slack/Teams/email integrations etc.,)

No matter the source or size of the data, we must provide a consistent, reliable, high-quality Data Platform as we are responsible for the foundation of SupportLogic infrastructure.

About the Data Engineer Role

You will be working in a fast-moving and growing company; applicants should be self-starting and comfortable learning and using new technologies, systems, and processes.

What you will bring to the role:

• Understand customer data requirements and produce SQL queries or Python code that addresses these requirements while also adhering to the broader Data Platform schema
• Augment existing ETL to support new Systems of Record (i.e., CRMs)
• Convert Python “ETL” into SQL via sqlalchemy (and vice versa where appropriate)
• Produce modular, flexible, and scalable SQL queries in Python via sqlachemy
• Analyze, recommend & implement mechanisms to improve data reliability and quality
• Work with the ML or UI teams to provide data access patterns to suit their needs (SQL queries for ML; APIs for the UI)

Qualifications:

• Located in the United States (due to customer data access requirements)
• 2+ years of professional software development experience
• S., degree in Computer Science, Engineering, or similar quantitative field of study
• Fluency and a high degree of skill in Python
• 1+ years experience with SQL databases and SQL queries, especially PostgreSQL
• 1+ years experience with sqlalchemy or other Python ORMs
• Teamwork, collaboration, and effective communication skills
• Self-starting, with the interest and passion to contribute in a fast-paced startup environment

Preferred skills and competencies:

• B.S. in Computer Science, Engineering, or similar quantitative field of study
• Prior startup experience
• Experience working on or with cloud platforms (AWS, GCP, Azure)
• API (especially REST) experience, particularly in Flask or FastAPI
• Experience providing analytics-oriented data for ML or DS teams
• Experience using pytest to ensure high code quality, especially in data-driven applications

About the Data Science Team

The mission of the SupportLogic Data Science team is to create cutting-edge machine learning (ML) models that can extract new signals from unstructured data and make insightful, actionable predictions for our customers.

We are responsible for:

• Advancing the frontier of ML performance and Intellectual Property (IP) in order to maximize the value of SupportLogic to our customers
• Working with the Data Platform group to ensure ML models have a smooth path to production
• Working with the product design and UI teams to maximize the value of our predictions for our end users and customers

About the Machine Learning Engineer Role

You will be working in a fast-moving and growing company; applicants should be self-starting and comfortable learning and using new technologies, systems, and processes.

The work you’ll do:

• Deploy, monitor, and manage Machine Learning models
• Work with data scientists to provide high-quality ML model features efficiently in order to accelerate their research
• Work with data scientists to ensure ML model features are transferable to production environments, accelerating the path to production for new models
• Identify and rectify inefficiencies in data scientist workflows in order to accelerate model iteration and improvement
• Design and implement APIs or other means of gathering feedback to enable automated model iteration
• Harden and improve research-grade code into production-grade code before model deployment
• Design and implement APIs or other interfaces for model input/output in production
• Design and build test harnesses for ML models and/or APIs to ensure high-quality results before deploying new models to production
• Recommend ways to improve data reliability and quality and implement them if possible

What you will bring to the role:

• Located in the United States (due to customer data access requirements)
• 4+ years of professional software development experience
• 2+ years of experience as a full-time data scientist, machine learning researcher, or machine learning engineer
• B.S., degree in Computer Science, Mathematics, or similar quantitative field of study
• Fluency in Python, and experience with common data science libraries, such as Pandas, numpy, and scikit-learn
• Experience working with machine learning models in a production and/or customer-facing environment
• Experience building APIs in Python, especially Flask and/or FastAPI
• Experience with docker in a professional environment
• Experience with SQL databases and SQL queries
• Self-starting, with the interest and passion to contribute in a fast-paced startup environment

Preferred skills and competencies:

• M.S., in Computer Science, Mathematics, or similar quantitative field of study
• Prior startup experience
• Experience working on or with cloud platforms (AWS, GCP, Azure)
• Experience monitoring and measuring performance of machine learning models in a production environment

You will be working in a fast-moving and growing company; applicants should be self-starting and comfortable learning and using new technologies, systems, and processes.

The work you’ll do:

• Build, deploy, monitor, and manage Machine Learning models
• Identify valuable input features and implement a means for calculating them (feature engineering)
• Investigate, clean, analyze, and otherwise prepare new data sources for use in higher-order analysis or as input into model features
• Data analysis and presentation using data visualization techniques, sometimes to broader audiences within or outside of SupportLogic
• Transition models from research to production, working with Data Platform group as needed
• Fine-tune model performance in a production setting using adaptive/incremental machine learning techniques
• Map customer and/or product requirements to correct modeling, analysis, and/or visualization approaches
• Recommend ways to improve data reliability and quality and implement them if possible

What you will bring to the role:

• Located in the United States (due to customer data access requirements)
• 6+ years of professional software development experience
• 4+ years of experience as a full-time data scientist, machine learning researcher, or machine learning engineer
• M.S., degree in Computer Science, Mathematics, or similar quantitative field of study
• Fluency in Python, and experience with common data science libraries, such as Pandas, numpy, and scikit-learn
• Knowledge of a variety of machine learning techniques (clustering, decision tree learning, artificial neural networks, etc.) and their real-world advantages/drawbacks
• Experience with SQL databases and SQL queries
• Self-starting, with the interest and passion to contribute in a fast-paced startup environment

Preferred skills and competencies:

• Ph.D., in Computer Science, Mathematics, or similar quantitative field of study
• Prior startup experience
• Experience working on or with cloud platforms (AWS, GCP, Azure)
• Experience with NLP (especially sentiment analysis, entity recognition, and use of the SpaCy library)
• Experience using neural networks and/or Deep Learning techniques and relevant Python platforms/APIs such as Tensorflow, PyTorch, and Keras in a production setting

You will be working in a fast-moving and growing company. Applicants should be self-starting and comfortable learning and using new software engineering methodologies, technologies, systems, and processes.

The work you’ll do:

• You will lead, motivate and grow SupportLogic’s engineering team including the front-end, full stack, DevOps and QA teams
• You will collaborate with product managers and UX designers to develop world-class product experiences for our customers
• You will develop and execute roadmaps with a bias for fast iteration and rapid feedback
• You will maintain and enhance a culture of Engineering excellence fostering innovation and collaboration
• You will proactively groom leaders from within the team in anticipation of future growth
• You will be reporting to the Chief Product Officer / VP, Engineering

What you will bring to the role:

• You are located in the Bay Area and are a US Citizen (due to customer data access requirements)
• You have 10+ years of Software Engineering experience with 5+ years of experience in either an Engineering Manager or a Senior Engineering Management role leading productive, high-functioning teams delivering SaaS products 
• You have experience managing cross-functional engineering organizations with a track record of launching major user-facing products on time and with quality
• You can anticipate future technical needs for the product and craft plans to realize them
• You possess exceptional written and verbal communication skills and organizational skills
• You are able to weigh several and often conflicting constraints and make rapid decisions in a high growth company environment
• You excel at building roadmaps and can develop a long-term team vision in partnership with other engineering and product teams. You can then be accountable for driving project execution using Agile / Scrum methodologies
• You love recruiting top notch engineers and helping them develop new skills and advance in their careers. You don’t shy away from performance conversations and you recognize the relationship between objective feedback and career growth.
• You have a Bachelor’s degree in Computer Science, Engineering or related field, or equivalent training, fellowship, or work experience
• You are self-starting, with the interest and passion to contribute in a fast-paced startup environment which encourages a “no-boundaries” attitude

Preferred skills and competencies:

• M.S., in Computer Science, Mathematics, or similar quantitative field of study
• Prior startup experience

The role:

The Demand Generation leader will be responsible for driving new pipeline and sales opportunities for our target customers, typically VPs of Customer Support, Service, and Success within mid-to-large enterprises.

The person in this role will lead the company’s integrated marketing campaign delivery from creation to execution and measuring success, including tactics in SEO, content marketing, digital, paid advertising, nurture campaigns, and events. This role reports to the Chief Marketing Officer and will work closely with sales development, account executives and customer success. 

This opportunity is excellent for someone looking for a hands-on, yet highly visible and strategic role within the company and open to tremendous professional and personal growth. We are looking for an emotionally intelligent team-player with a highly positive attitude who is hungry to roll up their sleeves, drive revenue, learn, teach and grow within the company. 

The work you’ll do:

• Define and execute SupportLogic’s Demand Generation strategy to build a qualified pipeline and meet the revenue targets.
• Work with Sales to plan and execute a comprehensive account-based marketing approach to reach and engage with our buyers.
• Build an inbound engine through digital and other marketing channels.
• Partner cross-functionally to drive and support initiatives that build market leadership, awareness, pipeline and revenue.
• Manage agency relationships; plan and execute marketing campaign calendar.
• Report on KPIs and provide analysis on funnel and campaign insights.
• Work initially as an individual contributor and eventually hire and develop a small team of marketers to scale the function and achieve company growth targets.
• Identify new ways to grow the business. Measure, learn and optimize everyday.

What you will bring to the role:

• Level: Director (DOE)
• 10+ years in Demand Generation and marketing leadership experience, ideally with a mix of early and later stage growth chops.
• Strong integrated campaign strategy, development, and execution experience with focus on both customer and partner audiences.
• Strong analytical skills and track record of making data-driven decisions to optimize marketing performance and determine future investments
• Experience partnering with Sales leadership.
• Strong competence with Martech solutions including CRM and marketing automation.
• Account Based Marketing experience is strongly preferred. 
• Prior experience marketing solutions for customer service/support/success leaders is a plus.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Location: Anywhere; San Francisco Bay Area preferred.

The work you’ll do:

• Lead the sales team and also close deals yourself with large and mid-size enterprise accounts.
• Manage, hire, mentor, and grow a team of sales account executives and sales directors to develop a strong culture of teamwork and success.
• Work closely with the executive team and contribute to the strategy of the company by being the “voice of the customer” and understanding the market and customer requirements.
• Articulate and help us evolve the value proposition for SupportLogic and our product with executive champions and buyers.
• Build a repeatable sales motion internally and forge partnerships externally with the partner ecosystem.
• Create and execute account plans to achieve financial and key objectives.
• Manage the sales process and operations, including forecasting, use of CRM systems, and sales reporting.
• Establish quotas and manage the team to maximize individual and company success.

What you will bring to the role:

• 8+ years of experience in sales or business development teams working with enterprise customers. Prior experience in Support/Customer Success industry and selling SaaS software is highly preferable
• 4+ years of experience managing sales team
• Deep understanding of the strategic sales process and how to build a sales organization.
• Excellent interpersonal skills, able to develop strong relationships with the customers as well as with SupportLogic team members.
• High energy, willing to get into the details with their own accounts while being able to see the big picture and manage the team.
• Ability to develop a culture of value-based selling.
• Some level of technical background/credibility with the customer.
• The mentality to thrive in a dynamic and multifaceted fast-growing startup.
• Ability to travel to customer locations as and when it becomes necessary

The work you’ll do:

• Collaborate with customers and act as their trusted advisor on solving complex data science problems using SupportLogic
• Lead demonstrations, advise on and evaluate the viability of customer use cases, help develop success criteria, support Proof of Value trials, and quantify the business impact of data science solutions
• Work side-by-side with the Sales, Engineering, and product teams to help our customers achieve their goals with SupportLogic.
• Manage multiple concurrent client projects / professional services engagements, including some directed at high-potential prospects during the sales process
• Act internally as the voice of the customer to the Product and Engineering teams

What you will bring to the role:

• 3-4+ years of real-world customer experience in a data science role
• Experience collaborating with business stakeholders to ensure that machine learning solutions deliver successfully on business outcomes
• Hands-on experience with a variety of machine learning techniques (clustering, decision tree learning, artificial neural networks, etc.)
• Fluency with scripting in Python, and experience with common data science libraries
• Familiarity with data platform technology integrations and tools for the manipulation of data
• B.S., degree in Computer Science, Mathematics, or similar quantitative field of study

Preferred Skills and Competencies:

• Experience with NLP (especially sentiment analysis, entity recognition, and use of the SpaCy library)
• Experience working on or with cloud platforms (AWS, GCP, Azure)

The work that you’ll do:

• Deliver live end user training webinars, workshops, virtual consultations
• Define the end user training lifecycle; what do end users get from us first, second, third, what behaviors do we want to promote and drive towards?
• Work cross-functionally to identify, build and maintain end user training assets –  videos, presentations, in-app and other collateral
• Manage the logistics for ongoing training and the new user onboarding program and events
• Perform demos for internal and external teams as well as teach best practices for conducting demos
• Work both independently and collaboratively

What you will bring to the role:

• 5 years of experience in technical customer-facing roles –  customer education, technical support, presales and post sales consulting
• Experience with delivering technical pitches and providing on-demand training to users
• Ability to translate complex topics into simple and clear explanations
• Assured and articulate public speaking skills in front of large and diverse audiences
• Ability to wear many hats and maintain multiple concurrent projects
• Great creative thinking and problem solving skills
• Ability to adapt according to changing business needs
• Knowledge of AI/ML, NLP and database technologies, is a plus