Software Support Specialist

NLP Logix
Jacksonville, FL

Software Support Specialist 


Location: Jacksonville, Florida 

Information Technology 


Job Description 

NLP Logix is hiring a Software Support Specialist to join its growing team of IT and Business professionals. This position is for a full-time employee and will require less than 25% travel. 


NLP Logix is a Data Science product and services company that specializes in AI Solution Development, Machine Learning, and Advanced Analytics for a variety of use cases, industries, and clients across the United States. 


NLP Logix strives to deliver an exceptional client experience through cutting edge technology offerings, creative custom problem solving, and rapid delivery of our AI solutions assets to meet our clients’ needs.   The successful candidate will demonstrate leadership by leveraging their strong background in software support and client success.  

The Software Support Specialist will work under the direction of the Client Success Manager and will have the responsibility of supporting some of NLP Logix’s most strategic clients and partners. You will work closely with other members of the Operations, Data Science and Engineering teams to ensure that NLP Logix is delivering overall superior ongoing service and support to our clients. 

Essential functions and responsibilities: 

  • Provide excellent software support and service to NLP Logix’s production services clients
  • Interface with the other teams at NLP Logix and directly with the client base on critical escalations and issue remediation
  • Design, develop, and implement processes, systems, and technology to support and enhance the support function at NLP Logix, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Software Support Function
  • Work with NLP Logix’s data science and engineering teams to implement formal feedback mechanisms and documentation for incidents, causes, and resolutions


  • Experience in the software industry with a minimum of 3 years in software or technical support
  • Experience working with remote support groups, international support groups and 24 x 7 support operations
  • Extensive expertise in developing metrics to measure the effectiveness of software support within the organization
  • Experience in both small and large companies is highly desirable
  • Familiarity with systems operations and management environments within large enterprise clients and/or service providers is desirable
  • ITIL Certification (or similar) a plus
  • Excellent communications and interpersonal skills, especially with clients
  • Ability to deliver high-level presentations to audiences ranging from executives to system end users
  • Track record of accomplishment and effectiveness within organizations
  • Familiarity with incident tracking and management systems such as Atlassian Jira

·         Ability and desire to drive change through high-energy, can-do attitude, comfortable working in a high-performance, entrepreneurial, open-door environment 

·         Strong analytical and problem-solving skills 

·         Must be an outstanding communicator and team player who demonstrates attention to detail, and who also understands how to ensure long-term success 


This position is not eligible for employment-based immigration sponsored by NLP Logix.



Our Values  


NLP Logix believes data science is a team sport and encourages a spirit of cooperation and fosters an environment of professional growth where employees can exercise their leadership ability, creativity, technical competence, with an overall focus in helping NLP Logix fulfill its mission. 


NLP Logix is an equal opportunity employer committed to establishing a diverse workforce.