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 Product Marketing

We are seeking an experienced GTM expert who is hands-on, articulate and skilled in product marketing, positioning, packaging and messaging.

Requirements:

  • 6+ years experience and experience working in startup environment
  • Experienced constructing product value proposition and messaging to Support, Customer Success and Sales leadership teams
  • Experience messaging to fortune 500 enterprise companies and as well as mid-market customer segments
  • Excellent oral and writing skills with the ability to simplify and articulate the value and distinct feature sets of the product
  • Strong inter-personal skills and the ability to collaborate with copy writers, marketing consultants, product managers and other company employees

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

Data Scientist

The mission of the SupportLogic Data Science team is to ensure that SupportLogic provides accurate and timely insights to all of our customers. This entails working with our product design and UI teams to ensure that our Machine Learning (ML) models and ML products emphasize each others’ strengths to maximize value for customers. The team also works with the Data Platform group to ensure ML models have a smooth path to production. Finally, the team is responsible for advancing the frontier of ML performance and Intellectual Property (IP) in order to maximize the value of SupportLogic to our customers.

We are seeking a data scientist with an interest in building and iterating upon ML and/or NLP models, researching and refining features, and evaluating model performance in research and production. SupportLogic is a fast-moving and growing company so applicants should be comfortable learning and using new technologies, systems, and processes.


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 if possible

Required skills and competencies:

  • 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
  • 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
  • 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

Nice-to-have:

  • 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 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