Principal Sales Engineer - US (Remote)

Principal Sales Engineer (with Forward-Deployed Engineer Responsibilities)

SupportLogic is the leading enterprise Support Intelligence platform, helping the world’s most demanding B2B companies turn unstructured support signals into proactive action. Built on a CRM-Less Architecture with a Snowflake-backed Data Cloud, our platform spans Cognitive AI Cloud, Voice Agent, MCP Server, CRM Widgets, and a deep integrations hub— meeting customers where their data already lives instead of forcing them to rebuild on legacy ticketing systems.

We are at an inflection point. As enterprises move toward agent-first, headless support architectures, SupportLogic is defining the category. We are looking for a Principal Sales Engineer who is genuinely technical, deeply curious, and equally comfortable in a customer boardroom or a customer’s production VPC.

Overview of the role

This is a hybrid role designed for an exceptional technologist who wants the variety of pre‑sales without giving up the depth of engineering. As a Principal Sales Engineer at SupportLogic, you will own the technical relationship with strategic prospects and customers— running architecture discussions, designing integrations, and proving value through hands‑on POCs. When the deal closes (or when the customer needs us most), you’ll switch hats and embed as a Forward‑Deployed Engineer: writing code, shaping data pipelines, building custom integrations, and ensuring the customer realizes value in weeks, not quarters.

If you’ve ever been frustrated by the artificial wall between pre‑sales and post‑sales engineering— this role removes it.

What you get to do in this role

• Partner with Account Directors across the full sales cycle— discovery, technical qualification, demos, architecture deep‑dives, RFPs, and security reviews.
• Translate customer pain (ticket deflection, escalation prediction, voice quality, agent productivity) into a tailored SupportLogic solution architecture.
• Design and execute proofs of concept against real customer data— including connecting Salesforce, Zendesk, ServiceNow, Jira, Slack, and voice telephony sources.
• Lead technical conversations on our CRM‑Less Architecture, Snowflake Data Cloud, MCP Server, Voice Agent, and Cognitive AI Cloud— articulating why SupportLogic complements (and where appropriate, replaces) legacy CRM‑bound approaches.
• Own the technical narrative in competitive deals against Salesforce, ServiceNow, and emerging AI‑native players.
• Embed directly with strategic customers to accelerate time‑to‑value— writing production‑quality code, building custom integrations, and shipping bespoke workflows on top of our platform.
• Build, debug, and harden data pipelines into Snowflake; tune signal extraction, sentiment, and predictive models against the customer’s actual support corpus.
• Develop reference implementations against our MCP Server and APIs; prototype agentic workflows that customers can adopt and extend.
• Be the engineer‑in‑the‑room during high‑stakes implementations: triage issues live, propose fixes, and drive them to closure with Product and Engineering.
• Feed the loop back: turn field learnings into product requirements, reusable assets, and demo environments that lift the entire SE team.

Requirements

To be successful in this role you have:

• 7+ years in a technical, customer‑facing role (Sales Engineering, Solutions Consulting, Solutions Architecture, Forward‑Deployed Engineering, Professional Services, or a hybrid of the above).
• Hands‑on coding ability. You should be comfortable shipping Python (or equivalent) in front of a customer, not just reading it.
• Working fluency with SQL and modern data platforms (Snowflake strongly preferred)
• Deep familiarity with at least one major CRM or ITSM ecosystem (Salesforce Service Cloud, Zendesk, ServiceNow, or Jira Service Management)— including their APIs, data models, and limitations.
• Experience integrating SaaS systems via REST APIs, webhooks, and event streams; comfort with auth patterns (OAuth, JWT, SSO/SAML).
• Strong grasp of how modern AI/LLM systems are built and deployed in the enterprise (RAG, embeddings, evals, agentic workflows, MCP), and the practical tradeoffs of each.
• Excellent written and verbal communication. You can run a whiteboard with a CTO in the morning and a working session with a data engineer in the afternoon.
• Based in Pacific time zone or overlapping availability with Pacific time zone.
• Willingness to travel for customer engagements.

Nice-to-haves:

• Prior experience in the customer support, contact center, or CX analytics space.
• Background in NLP, speech analytics, or applied ML.
• Exposure to voice/telephony platforms (Genesys, NICE, Five9, Amazon Connect, Twilio).
• Experience selling or implementing into Fortune 500 enterprise IT and support organizations.
• Open‑source contributions, technical blog posts, or conference talks.

Our hiring process

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. To that end, SupportLogic is committed to safeguarding our workplace from all forms of discrimination and harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, military status, or family status. This commitment extends to all aspects of the employment relationship– including recruiting, interviewing selection, hiring, transfers, promotions, training, terminations, working conditions, compensation, and benefits.