About SupportLogic

We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures). Privileged to have customers who are big fans of our product and proud of our 100% renewal rate with existing customers. We are a distributed team spread across the United States as well as internationally.

SupportLogic is building a new category of software 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 real-time.

Supportlogic has a positive, diverse, and supportive culture – we look for people who are curious, innovative, and strive for constant growth. In our work together we aim to be smart, humble, hardworking, respectful and above all, collaborative. 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.

About the UI Engineering Leader Role

The UI Engineering Leader position is an Individual Contributor role requiring proven leadership and team building success, a deep technical background, proficiency in UI architecture, full-stack design principles and development with clear communication, collaboration and relationship development skills. You love to delight customers with breathtakingly simple, user-friendly, effective UIs that solve their real world problems efficiently.

What you will be doing:

• You will technically lead, motivate and grow SupportLogic’s UI engineering team.
• You will collaborate with product managers, UX designers, UI & backend engineers and Data Scientists to develop world-class UI architectures, implementations and experiences for our customers.
• You will execute and deliver on UI features with a bias for fast iteration and rapid feedback.
• You’ll engineer for usability, maintainability, testability, reusability and performance. You will contribute to and enhance a culture of Engineering excellence fostering innovation and collaboration.
• Provide meaningful and timely code reviews before merging pull requests.
• Constant learning is required and you will be reporting to the VP, Engineering

What you should have:

• Are located in the Bay Area and are a US Citizen (due to customer data access requirements)
• 10+ years of Software Engineering experience with at least 5+ years of experience in UI Development and at least 3+ years as a Lead UI Engineer delivering SaaS products.
• Prior startup experience and experience working with a distributed team. Exceptional written and verbal communication skills. Ability to work with some levels of ambiguity in terms of requirements.
• Strong UX design understanding and intuition with a proven history of shipping products with responsive and user-friendly UIs.
• Worked with Agile development methodology and fluent with Git/Github.
• Demonstrated clear technical leadership and architecture skills. Familiarity with non-functional-requirements around Performance, Scalability, Security, Reusability and Testability.
• Proven experience with Benchmarking, Optimization and cross-browser concerns.
• Exceptionally strong in various technologies:
  ○ HTML/CSS
  ○ Javascript and newer aspects of ECMAScript.
  ○ React (Deep understanding of React Architecture, Hooks, Riot, Workflows such as Flux/ Redux, DOM manipulation, reselect, react-query and other elements)
  ○ Working knowledge of REST APIs (in Node.js and Python).
  ○ Knowledge of modern authorization such as JSON Web Token (JWT)
  ○ Familiarity with modern front-end build pipelines and tools such as Webpack, NPM and others..
  ○ Strong culture of building reusable components and front-end libraries for reuse with a strong belief in unit testing prior to QA and integration testing (via Mocha/Karma, Jasmine and/or other frameworks)
• 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.

Nice-to-have skills and competencies:

• Experience with Selenium and testing in headless mode scenarios.
• Experience with Angular.
• Familiarity with Mobile Development and the challenges of supporting user experiences across Web, Mobile and other interaction modalities.
• Experience with Voice integration (such as Alexa, Google Cloud speech-to-text etc.)

About SupportLogic

We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures). Privileged to have customers who are big fans of our product and proud of our 100% renewal rate with existing customers. We are a distributed team spread across the United States as well as internationally. 

SupportLogic is building a new category of software 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 real-time.

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

We are seeking a Machine Learning Engineer interested in working with data scientists and software engineers to ensure ML models are deployed into production efficiently, effectively, and with high confidence in customer-facing predictions.

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.

About the Machine Learning Engineer Role

Responsibilities:

• 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

Required skills and competencies:

• 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, data engineer, 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 working on or with cloud platforms (AWS, GCP, Azure)
• Experience with SQL databases and SQL queries
• Self-starting, with the interest and passion to contribute in a fast-paced startup environment

Nice-to-have skills and competencies:

• M.S., in Computer Science, Mathematics, or similar quantitative field of study
• Prior startup experience
• Experience monitoring and measuring performance of machine learning models in a production environment

About SupportLogic

We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures). Privileged to have customers who are big fans of our product and proud of our 100% renewal rate with existing customers. We are a distributed team spread across the United States as well as internationally. 

SupportLogic is building a new category of software 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 real-time.

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 & NLP 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

We are seeking a Senior Data Scientist with an interest in researching new ML and NLP models and techniques, researching and refining features, and evaluating model performance in both research and production environments.

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.

About the SeniorData Scientist Role

Responsibilities:

• 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

Required skills and competencies:

• Located in the United States (due to customer data access requirements)
• 10+ years of professional software development experience
• 5+ 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 NLP (especially sentiment analysis, entity recognition, and use of the SpaCy library)
• Experience with SQL databases and SQL queries
• Self-starting, with the interest and passion to contribute in a fast-paced startup environment

Nice-to-have 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 using neural networks and/or Deep Learning techniques and relevant Python platforms/APIs such as Tensorflow, PyTorch, and Keras in a production setting

The role:

We are looking for an experienced Product Marketing leader to build the team and function from scratch. This leader will be responsible for building and driving execution of our GTM to our target buyer audience, typically VPs of Customer Support and Success within mid-to-large enterprises. We’re defining and building a new category focused on “Service Experience (SX)” delivery and need someone adept at early-stage category creation to help us evangelize the need for SupportLogic in the market.

The person in this role will drive the evolution of the company’s positioning and messaging, deliver content that drives engagement with buyers at all stages of the funnel, define and optimize pricing and packaging, enable our sellers and drive awareness with industry analysts and influencers.

This role reports to the Chief Marketing Officer and will work closely with product management and our entire field sales team.
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:

• Positioning – Develop world-class product positioning and messaging that differentiates SupportLogic in the market.
• Sales enablement – teach the value proposition to the sales team while developing the right content and tools that support our sales process.
• Product launch – plan the launch of new products and releases and manage the cross-functional implementation of the plan.
• Market intelligence – be the expert on our buyers, how they buy and their buying criteria; be the expert on disrupting our competition that includes “status quo”.
• Work closely with growth marketing to help develop the strategy and support marketing programs like digital, ABM, and events that drive leads and opportunities for SupportLogic.
• Work closely with product management to distill key functionality and benefits into core product marketing messages.
• Work initially as an individual contributor and eventually hire and develop a small team of product 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 Product marketing leadership experience, ideally with a mix of early and later stage growth chops.
• Strong storytelling and messaging skills. Ability to distill complex concepts into simple messaging that resonates strongly with buyers.
• Prior experience marketing solutions for customer service/support/success leaders is strongly preferred.
• Demonstrated ability to partner well with Sales and Product leadership to achieve company objectives.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• MBA or equivalent experience is a strong plus.

Location: Anywhere; San Francisco Bay Area preferred.

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.

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

Responsibilities:

• Hands-on Product Owner who demonstrates an understanding of the Customer Success space and works with customers and prospects to define and prioritize new features and enhancements
• Internalize and represent the customers’ voice, create compelling user experiences, and define key product metrics to measure the success of features
• Work closely with UX designers, Engineering leaders and Customers to define user stories, providing feedback on suggested UI designs and requirements – own Product Design.
• Collaborate with Engineering leaders to do phased roll-outs of complex product features incorporating priority, quality and delivery trade-offs
• Product evangelist and thought leader at external forums, conferences, webinars and the Customer Advisory Board
• Be the liaison between Customers, Sales, Customer Success, Engineering and Marketing

Required skills and competencies:

• 5+ years of experience as a Technical Product Manager for an enterprise SaaS product
• Prior domain experience in Customer Support/Success
• Excellent presentation, collaboration and communication skills
• Strong product design intuition and creativity especially in the context of solving customer problems and user experience.
• Bachelor’s degree in Engineering, Computer Science or related field of study

Nice-to-have:

• Experience in Agile development methodologies
• MBA
• Prior domain experience in Data Analytics and Machine Learning

The ideal candidate must have a strong technical background (preferably as a software developer at some point), domain knowledge of Customer Success/Support, 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.  

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.