Full-Time
Architect
Posted on 9/3/2025
SupportLogic
51-200 employees
AI-driven proactive customer support platform
No salary listed
Remote in India
Remote
 AI & Machine Learning (2) |
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- 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
- 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
- Startup or growth-stage company experience preferred
SupportLogic helps businesses run their customer support more efficiently by providing an AI-powered platform that makes support enterprises proactive rather than reactive. The core product analyzes customer sentiment and attention metrics to predict potential issues, surface hidden insights, and trigger real-time actions that prevent escalations. It also includes features for measuring and improving agent performance through engagement and coaching, which supports higher employee satisfaction and retention. The service is delivered on a subscription basis, delivering ongoing value through continuous updates and support. Compared with competitors, SupportLogic emphasizes a continuous, data-driven proactive support model, combining sentiment and attention analytics with real-time guidance and coaching to reduce escalations and improve overall customer experience.
Company Size
51-200
Company Stage
Series B
Total Funding
$62M
Headquarters
San Jose, California
Founded
2016
Simplify's Take
What believers are saying
- Karan Sood's 2023 CPO appointment accelerates generative AI product expansion.
- CIBC growth capital and $50M Series B fuel platform innovation.
- PX+ program expands revenue via global channel partnerships.
What critics are saying
- Zendesk Sunshine erodes share with integrated CRM at lower prices in 2026.
- Salesforce Einstein poaches enterprises via dominant ecosystem in 2026.
- OpenAI GPT-4o enables Intercom in-house alternatives commoditizing RAG tech.
What makes SupportLogic unique
- SupportLogic pioneered SX platform with 40+ AI agents for sentiment and escalation prediction.
- Acquired xFind's precision RAG for unified knowledge copilot in 2026.
- Integrated Emtropy Labs' QA for 100% omnichannel case coverage in 2023.
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Benefits
Health Insurance
Stock Options
Remote Work Options
Paid Vacation
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↑ 1%2 year growth
↑ 3%Precision-guided RAG technology serves as a unified knowledge copilot, delivering instant, accurate technical answers to improve customer experience and operational efficiency.
Industry Veteran Brings Deep CX Experience to Accelerate the Transformation of Customer SupportSAN JOSE, Calif., Aug. 9, 2023 /PRNewswire/ -- SupportLogic , the world's first Support Experience (SX™) management platform, today announced the appointment of Karan Sood as Chief Product Officer. Sood will be responsible for the company's overall product and technology strategy and lead the product management and design teams.Karan Sood, Chief Product Officer, SupportLogicSupportLogic is investing significantly in its solution portfolio that covers a broad range of the support technology stack as it helps more enterprises protect their brands and retain customer relationships by delivering an unparalleled support experience. SupportLogic recently launched its first set of generative AI capabilities for frontline support professionals."SupportLogic is at a pivotal growth phase and continues to deliver highly disruptive and valuable solutions to the market," said Krishna Raj Raja, founder and CEO, SupportLogic. "Karan brings deep product domain experience and industry leadership, and I am personally thrilled to have him on board and lead our next phase of product innovation for our company.""I am very excited to join SupportLogic and help the industry and our customers transform the role of customer support," said Sood. "Support experience management is a quickly emerging category with a very large market opportunity
Head over to our on-demand library to view sessions from VB Transform 2023. Register Here. The Innovation Showcase at VentureBeat Transform 2023 featured 10 companies offering cutting-edge products in the generative AI, machine learning (ML) and data analytics spaces. Eight were chosen by VentureBeat, the other two by VB Transform attendees at the event’s Innovation Alley. All nominees presented their products before a group of hundreds of industry decision-makers and were questioned by a panel of analysts, brand executives and other experts.In the end, the judges could pick only three winners, but we would be remiss not to highlight the runners-up as well.Here are the seven honorable mention companies that enterprise leaders should keep an eye on, including two chosen by VB Transform attendees.
SupportLogic's first-of-its-kind awards recognize organizations, teams, and individuals who have made remarkable strides in transforming the customer support industrySAN JOSE, Calif., June 21, 2023 /PRNewswire/ -- SupportLogic , the world's first Support Experience (SX™) management platform, today announced the winners of its inaugural Support Experience Awards during the second annual SX Live Virtual Conference. SX Live is the definitive industry conference for Support Experience, and over 2,000 people in the support and customer success function worldwide, from CXOs to frontline professionals, have participated in the event series in the past year. The Support Experience Awards marks a significant milestone in celebrating the organizations, teams, and individuals that have reshaped the support landscape and elevated customer experiences.2023 Support Experience Awards"Last year's inaugural SX Live Conference was an overwhelming success," said SupportLogic founder and CEO, Krishna Raj Raja. "It united the top CS and CX industry leaders and experts who were able to share and exchange invaluable insights, strategies, and best practices. The remarkable enthusiasm surrounding our first SX Live conference and the excitement around industry innovation solidified our desire to bring something exciting to this year's SX Live Conference. That is why we created the industry's first Support Experience Awards.""With support and success teams being in a renaissance period, I can't think of a better place to highlight their stories of excellence," said Judith Platz, chief customer officer at SupportLogic.SupportLogic extends its heartfelt congratulations to all the finalists who have showcased exceptional achievements in their respective categories.Winners of the first-ever Support Experience Awards include:Customer Experience (Team Award): Siemens - This award celebrates a support team that consistently delivers outstanding customer experiences
Combines SupportLogic's Prediction and Workflow Engine with Emtropy's Continuous Quality Monitoring to Enable Proactive Revenue RetentionSAN JOSE, Calif., Jan. 25, 2023 /PRNewswire/ -- SupportLogic, the world's first Support Experience (SX™) management platform , today is announcing the acquisition of Emtropy Labs, Inc. , a provider of technology that automates quality assurance (QA) for enterprise support centers.Emtropy Labs helps companies to improve agent performance and reduce customer churn by analyzing 100% of customer interactions while enabling coaching loops in near real-time. The Emtropy team will join SupportLogic and its technology will be integrated within the core SupportLogic SX platform.Today's announcement further demonstrates SupportLogic's vision and commitment to helping organizations unlock the value of customer signals from every support interaction while helping every role and function deliver amazing customer experiences and differentiate their brands.TSIA benchmark data shows that companies with formal quality monitoring programs significantly improve the experience for both customers and agents. SupportLogic announced their first agent coaching and quality monitoring product last year. The addition of Emtropy Labs will increase the breadth and depth of automatic QA by providing 100% case coverage, omnichannel insights and analysis leveraging Emtropy's bespoke AI models.Large language models such as ChatGPT have recently gained much media attention