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

Technical Skills Required :
JavaScript, Python, Java, Node, MongoDB, MySQL, Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs, CRM platforms, SaaS platforms, Web Technologies, CCaaS, CPaaS, Voice/Telephony Infrastructure

Why Join Sprinklr:

• Work alongside industry-leading global brands such as Microsoft, P&G, and Samsung
• Be part of a mission-driven company that aims to make customers happier through innovation
• Access to comprehensive health and wellbeing programs
• Opportunities for continuous learning and professional growth through LinkedIn Learning and other programs
• Inclusive work culture that values diversity, equity, and belonging

Equal Opportunity Statement:
Sprinklr is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, or disability.