Senior Technical Support Engineer, Sprinklr
More information about location
AI-native platform for Unified Customer Experience Management
Open for applications
AI-native platform for Unified Customer Experience Management
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Role
Who you are
- 2-4+ years of experience in enterprise software debugging, engineering & support operations processes
- Excellent written and verbal communication skills
- Strong technical background with advanced computer skills/ Strong analytical and problem-solving skills [For Sprinklr Marketing Module – experience with Google Ads, basics of Digital marketing, ability to troubleshoot Budget spends, UI based reporting issues etc. Would be added advantage]
- Ability to work independently and as a member of a team
- Ability to work effectively to meet the SLAs and juggle several tickets/priorities simultaneously
- Passion for solving customer concerns and commitment to client delight
- A drive to dig into the details of a system or process to solve customer problems
- Zeal to learn and constantly upgrade skills in a fast-changing work environment
- Ability to think on your feet and remain calm under pressure
- Self-motivated, takes initiative, assumes ownership
- Ability to work in a highly collaborative and fast-paced environment
- Strong teamwork - willingness and ability to get help from team members when required, and the good judgment to know when to seek help
- Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms
- Experience coding or scripting in one or more of JavaScript, Python, Java, Node
- Fluency in German, Spanish, French, Italian would be highly advantageous
- Understanding of data storage technologies/databases. Ex- MongoDB, MySQL, etc
- Understand & excel in deciphering technical aspects like – Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs
What the job involves
- Respond to customer inquiries/ reported bugs received via tickets to ensure their continued access & usage of the Sprinklr platform. Troubleshoot technical issues to provide timely& accurate resolution to the customer/any other stakeholder raised issues, bugs, concerns etc
- Identify platform gaps/issues, while investigating and analyzing customer-reported issues to identify the root cause and provide effective solutions. This may involve debugging software, examining logs, or replicating problems in a controlled environment
- Ensure quality resolution to avoid escalations from customers and reopening of issue tickets
- Assume responsibility for developing detailed knowledge about specific products & to stay up to date with the latest releases, new features etc
- Collaborate with cross-functional teams, including developers, quality assurance engineers, and product managers, to resolve complex issues and provide feedback for product improvement. Escalate critical issues to cross functional teams to ensure quick resolution and coordinate with the product development team on bug fixes
- Capturing development areas for product improvement and drive interlocks with product managers and engineering
- Ensure that the customers/ ticket requestors are educated, and understand the solution provided in the ticket if the issue is longstanding or needs explanation or would benefit the customer experience
- Create and maintain detailed documentation, such as knowledge base articles, FAQs, and troubleshooting guides, to assist customers and support colleagues in resolving common issues efficiently
- Conduct testing and quality assurance activities to identify and report product defects or potential areas for improvement. This may involve participating in beta testing programs or performing regression tests after bug fixes or product updates
- Analyse support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations
- Assist Customers to seamless use our platform, while meeting all requirements and fulfilling expectations regarding the ticket resolution. Be at the forefront in case of customer escalation, if any, and do RCA, and ensure customer sentiment is maintained positively. Share learning with the team and take corrective actions as deemed necessary
- Ensure that the SLAs, ticket resolution times are met on time, while multitasking on different tickets and coordinating with Account team/Customer/Engineering team
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonald's, Marriott and more.
The company has also garnered enormous investments over the last decade and is now valued at $1.3B. With over 1,000 enterprises globally, including over 50% of the Fortune 100, the company is well-positioned to continue its established success.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company HQ
Hell's Kitchen, New York, NY
Leadership
Rory Read
(CEO & President)Previously, Rory was CEO of Vonage/Ericsson. Prior to that, he spent 5 years at Dell in various roles, including COO and EVP Chief Integration Officer.
Anthony Coletta
(CFO)Prior to joining Sprinklr in 2025, Anthony spent 18 years at SAP, joining in 2006 as a Senior Controller of Field Organisation & Global Functions before working his way up to the role of Chief Investor Relations Officer.
Amitabh Misra
(CTO)Amitabh previously served as the VP of Engineering, Experience Cloud at Adobe and as the CTO, Chief Architect and Head of Engineering at Snapdeal. He also Founded GoFro where he served as the CEO for 3 years.
Arun Pattabhiraman
(CMO)Previously, Arun was an Advisor at ThoughtSpot, a CGO at Freshworks, and CMO at Hotstar. He also spent nearly 7 years at InMobi in various roles, including Director of Product Marketing and CMO.
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