Sprinklr is looking for the position of Technical Support Engineer in Bangalore; Gurgaon, India. Candidates with Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Sprinklr |
| Position | Technical Support Engineer |
| Qualifications | Bachelor’s/ Master’s Degree |
| Batch | 2019/ 2020/ 2021/ 2022/ 2023/ 2024/ 2025 |
| Experience | 0 – 5 (Years) |
| Location | Bangalore; Gurgaon, India |
Key Responsibilities:
- Respond to customer inquiries and reported bugs received via tickets to ensure uninterrupted access and usage of the Sprinklr platform.
- Troubleshoot technical issues and provide timely, accurate resolutions to concerns raised by customers and other stakeholders.
- Investigate customer-reported issues, identify platform gaps, and determine root causes by debugging, reviewing logs, or replicating issues in test environments.
- Deliver high-quality resolutions to minimize ticket reopenings and avoid customer escalations.
- Develop in-depth knowledge of specific products and stay updated on new features and releases.
- Collaborate with cross-functional teams—including developers, QA engineers, and product managers—to resolve complex issues and contribute to product enhancements.
- Escalate critical issues to the appropriate teams to ensure swift resolution and coordinate with product development for necessary bug fixes.
- Identify product improvement areas during issue resolution and communicate feedback to product managers and engineering teams.
- Ensure customers understand the solutions provided by offering clear explanations, especially for long-standing issues or feature-related concerns that impact their experience.
- Create and update documentation such as knowledge base articles, FAQs, and troubleshooting guides to assist both customers and internal support teams.
- Participate in testing and quality assurance efforts to detect defects, support beta testing, and perform regression testing after product updates or bug fixes.
- Analyze support processes, identify improvement opportunities, and implement changes to enhance customer satisfaction and support efficiency.
- Ensure seamless customer onboarding and ongoing platform usage by meeting expectations related to ticket resolution and service quality.
- Handle escalations by conducting root cause analysis (RCA), maintaining positive customer sentiment, and sharing lessons learned with the team for continuous improvement.
- Meet service level agreements (SLAs) and resolution timelines while efficiently multitasking across multiple tickets and coordinating with Account, Customer, and Engineering teams.
Eligibility Criteria:
- 0–5 years of experience in enterprise software debugging, engineering, and support operations.
- Minimum 1+ years of experience working with Contact Center solutions (CCaaS) such as Genesys, Avaya, etc.
- Strong understanding of CCaaS, CPaaS, voice and telephony infrastructure is a significant advantage.
- Excellent verbal and written communication skills.
- Strong technical background with advanced computer proficiency.
- Proven analytical and problem-solving capabilities.
- Ability to work both independently and collaboratively as part of a team.
- Capable of meeting SLAs while efficiently handling multiple tickets and priorities.
- Strong customer focus with a passion for resolving issues and ensuring client satisfaction.
- Proactive approach with a strong desire to investigate and understand system or process-level problems.
- Eagerness to learn and continuously upgrade technical skills in a dynamic work environment.
- Ability to stay calm and think clearly under pressure.
- Self-motivated, proactive, and able to take full ownership of tasks.
- Adaptable to a fast-paced and highly collaborative work environment.
- Demonstrates effective teamwork, knowing when to seek assistance and how to contribute to team goals.
- Experience with web technologies, CRM systems, SaaS platforms, or digital marketing tools for social media.
- Proficient in coding or scripting with one or more of the following: JavaScript, Python, Java, or Node.js.
- Knowledge of database and data storage technologies such as MongoDB, MySQL, etc.
- Strong grasp of technical tools such as Graylogs, Kibana, API Browsers, Query Executors, Restricted CURLs, and Runner Logs.
About Company:
Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,400 valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Sprinklr’s value to the enterprise is simple: We un-silo teams to make customers happier.
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