Sprinklr is hiring Technical Support Engineer | 15LPA

Job Responsibilities:
Sprinklr is looking for enthusiastic and technically adept professionals to join as Technical Support Engineers. In this role, you will work at the forefront of customer satisfaction, resolving platform-related technical issues and helping clients maximize their experience with Sprinklr.

Key Responsibilities Include:

• Respond to customer queries and bug reports received via ticketing systems, ensuring smooth platform usage.
• Troubleshoot and analyze technical issues to provide timely and accurate resolutions.
• Investigate platform gaps and escalate critical issues to cross-functional teams for swift resolution.
• Collaborate with development, QA, and product teams to resolve complex issues and contribute to product improvements.
• Provide clear and informative communication to customers about ticket resolutions, especially for long-standing or technical issues.
• Document troubleshooting guides, FAQs, and knowledge base content to support internal teams and customers.
• Conduct quality assurance and regression testing after product updates or fixes.
• Evaluate and improve support processes to enhance customer experience and internal efficiency.
• Handle customer escalations, perform root cause analysis (RCA), and maintain a positive customer sentiment.
• Maintain adherence to SLAs and multitask across multiple high-priority tickets.

Preferred Qualifications:

• 0-5 years of experience in enterprise software support and debugging
• For CCaaS profiles: 1-5 years of experience with Contact Center Software like Genesys, Avaya, or similar
• Strong verbal and written communication skills
• Advanced analytical, diagnostic, and problem-solving capabilities
• Ability to manage multiple tasks independently and collaboratively
• Passion for technology, customer experience, and continuous learning
• Exposure to digital marketing platforms and customer engagement tools is a plus