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 the Role
As an Architect, you will play a critical role in shaping the foundation of SupportLogic’s scalable, resilient, and intelligent data systems. You will be responsible for designing and guiding the evolution of our infrastructure, APIs, and services. This is a highly visible, strategic role requiring a balance of deep technical expertise, architectural foresight, and the ability to mentor teams and drive cross-functional alignment.
How Your Work Will Support Our Growth
- Architect scalable data systems that handle large-scale ingestion, transformation, and serving pipelines with high uptime and low latency.
- Design and evolve multi-tenant vs. single-tenant patterns (per-customer VPC deployments, shared services, and hybrid architectures).
- Guide system design for APIs, backend services, and streaming pipelines built on Python, FastAPI, PostgreSQL, Redis, Pub/Sub and cloud platforms (GCP/AWS).
- Integrate Retrieval-Augmented Generation (RAG), LangGraph, and PydanticAI to power AI-driven features and ensure production-grade reliability.
- Define security, compliance, and data privacy strategies across HIPAA, GDPR, and enterprise governance requirements.
- Optimize performance of critical workloads including OLTP (transactional), OLAP (analytics), and ML model pipelines.
- Mentor engineers on design best practices, performance tuning, and systems thinking; conduct code and architecture reviews.
- Influence product direction by translating complex customer and internal requirements into scalable platform capabilities.
- Champion engineering culture by promoting transparency, technical excellence, and best practices in DevOps, CI/CD, and observability.
About You (don’t worry if you don’t check every box)
- 10+ years of experience in software engineering, with at least 3+ years in an architectural or principal engineering role.
- Strong background in Python and building backend services with FastAPI or similar frameworks.
- Deep expertise with PostgreSQL (or similar RDBMS) including schema design, query optimization, and scaling strategies.
- Experience with Pub/Sub or messaging systems, Redis, and high-throughput ETL/ELT pipelines.
- Hands-on experience with cloud platforms (GCP preferred, AWS acceptable) and designing secure, multi-tenant architectures.
- Working knowledge of React-based frontends and API design for seamless client/server integration.
- Familiarity with ML/AI integration in production systems: RAG, LangGraph, orchestration of AI agents, vector databases, etc.
- Strong understanding of security, compliance, and cost-optimization in distributed architectures.
- Proven ability to lead design reviews, mentor teams, and collaborate across engineering, data science, and product.
- Startup or growth-stage company experience preferred.
How We Support Our Employees’ Growth and Well-Being
- Healthcare 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.
Top Skills
What We Do
Our core values are: Foundation of Trust, Insight Drives Decisions, People First Innovation, and Conscientious (of the world around us).
We help Support people get yelled at less....and we're just getting started.
How? Using natural language processing, SupportLogic delivers the world’s first proactive customer support experience (SX) platform that enables companies to understand and act on the voice of the customer in real-time to immediately improve service delivery and build healthy and profitable customer relationships. SupportLogic SX uses AI to extract and analyze customer signals from both structured and unstructured data across multiple service channels and provides recommendations and intelligent collaborative workflows. SupportLogic is proud to help global enterprises like Qlik, Nutanix, Databricks and Rubrik to transform their support organizations and evolve from reactive to proactive service delivery.
Why Work With Us
Our bi-weekly all-hands meetings always begin with laughter. Our team is dedicated to our mission of using NLP to extract signals from unstructured data to improve business processes. We work with integrity, creativity, and deep focus on doing what's right for our customers. We strive for balanced lives and celebrate success, efforts, and learning.
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