Job description
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.
Professional Services Architect
Location: Remote | Type: Full-time
About SupportLogic
SupportLogic helps companies proactively improve customer support experiences using AI-powered insights that predict escalations, track sentiment, and streamline resolution workflows. Our mission is to elevate support teams from reactive to proactive — and our customers love us for it.
We’re looking for a Professional Services Architect to join our fast-growing team. This role sits at the center of customer implementation, solution architecture, and data integration — turning complex requirements into elegant deployments that drive measurable value.
What You’ll Do
Lead architecture and implementation of customer projects, from discovery through go-live
Translate customer use cases into scalable technical solutions using SupportLogic’s platform
Design and develop ETL/ELT pipelines using tools like Fivetran and Snowflake
Ingest and transform data from Salesforce, Zendesk, ServiceNow, Freshdesk, MS Dynamics, and more
Integrate Pendo, CSAT, and voice transcript data into SupportLogic’s platform
Create and manage custom and derived fields to support advanced analytics and ML use cases
Customize CRM schemas and escalation workflows to align with customer processes
Embed SupportLogic insights into customer portals and third-party tools
Build scalable, reusable components and internal tools to accelerate delivery
Collaborate with Customer Success, Product, and Engineering teams to drive success
What You Bring
Strong experience in technical delivery roles within Professional Services or SaaS
Deep knowledge of ETL processes, SQL (PostgreSQL, Snowflake), and data transformation
Hands-on experience integrating external systems and APIs
Familiarity with scripting (Python, Linux) to automate validation and deployment tasks
Experience embedding data into customer-facing tools or workflows
Strong consultative skills with the ability to engage both technical and non-technical stakeholders
Bonus: Experience with Universal CRM WriteBack frameworks and Salesforce plugin management
Why Join SupportLogic?
You’ll join a passionate, customer-first team that’s redefining support operations for global enterprises. If you thrive at the intersection of technical delivery and customer impact — we want to meet you.
