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.
The mission of the SupportLogic Machine Learning team is to create AI and Machine Learning-based products that elevate the support experience for our customers. We're looking for a self-starter who thrives building production AI systems in a fast-paced startup environment.
How Your Work Will Support Our Growth
- Ship: Deliver and operationalize AI and ML products, specializing in LLM integration and context engineering
- Measure: Build automated model selection pipelines using business-driven performance criteria
- Monitor: Implement comprehensive monitoring for AI solutions and take corrective actions for performance issues
- Collaborate: Bridge the gap between ML research and production-grade backend code by working with other engineering teams to integrate new ML models or APIs into production.
Required Skills
- Expert-level Python development skills - core requirement
- Advanced SQL proficiency - SQLAlchemy experience preferred
- Strong cloud platform experience (AWS, GCP, or Azure) - AI/ML services focus
- Deep understanding of LLM strengths and limitations - prompt engineering, retrieval-augmented generation (RAG)
- Professional experience building LLM-powered applications or AI products
- API development experience (FastAPI or Flask)
- B.S. in Computer Science, Mathematics, or equivalent
Preferred
- Experience with LLM frameworks and vector databases
- Experience with Python ML libraries (pandas, numpy, scikit-learn)
- Model Context Protocol (MCP)
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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