Professional Services Architect

Summary

Join SupportLogic, a well-funded startup revolutionizing customer service with its AI-powered platform, SupportLogic SX™. As a Professional Services Architect, you will play a pivotal role in customer implementations, solution architecture, and data integration. This remote, full-time position demands expertise in technical delivery, ETL processes, SQL, data transformation, and API integration. You will lead customer projects, translate use cases into scalable solutions, design ETL/ELT pipelines, and integrate various data sources into the SupportLogic platform. Success in this role requires strong consultative skills and collaboration with cross-functional teams. The ideal candidate possesses experience embedding data into customer-facing tools and a deep understanding of data transformation techniques.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Experience with Universal CRM WriteBack frameworks and Salesforce plugin management