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 | 2018/ 2019/ 2020/ 2021/ 2022/ 2023/ 2024 |
| Experience | 0 – 5 (years) |
| Location | Bangalore; Gurgaon, India |
Key Responsibilities:
- Respond promptly to customer inquiries and reported bugs received via tickets, ensuring their continued access to and usage of the Sprinklr platform.
- Troubleshoot technical issues, providing timely and accurate resolutions to customer or stakeholder-reported issues, bugs, and concerns.
- Identify platform gaps and issues by investigating and analyzing customer-reported problems, performing root cause analysis, and providing effective solutions, which may include debugging software, examining logs, or replicating issues in a controlled environment.
- Ensure quality resolutions to prevent escalations from customers and minimize the reopening of issue tickets.
- Develop detailed knowledge of specific products, staying updated with the latest releases and new features.
- Collaborate with cross-functional teams, including developers, quality assurance engineers, and product managers, to resolve complex issues and provide feedback for product improvements; escalate critical issues to cross-functional teams to ensure prompt resolution and coordinate with product development on bug fixes.
- Identify areas for product improvement and work with product managers and engineering teams to implement enhancements.
- Educate customers and ticket requestors on solutions provided, especially for longstanding issues, to improve understanding and customer experience.
- Create and maintain comprehensive 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 product defects or potential areas for improvement, participating in beta testing or performing regression tests after bug fixes or updates.
- Analyze support processes, identify opportunities for improvement, and implement solutions to enhance customer experience and optimize support operations.
- Assist customers in seamless platform usage, meeting all requirements and expectations for ticket resolution; address customer escalations with root cause analysis and maintain a positive customer sentiment. Share insights and take corrective actions as necessary.
- Ensure that SLAs and ticket resolution times are met, effectively multitasking across different tickets and coordinating with Account, Customer, and Engineering teams as needed.
Eligibility Criteria:
- 0-5 years of experience in enterprise software debugging, engineering, and support operations processes; for CCaaS roles, 1-5 years of experience with CCaaS solutions or Contact Center Software (e.g., Genesys, Avaya) is preferred, along with knowledge of CCaaS, CPaaS, and voice/telephony infrastructure.
- Excellent written and verbal communication skills.
- Strong technical foundation with advanced computer skills, analytical abilities, and problem-solving skills.
- Capable of working independently as well as collaboratively within a team.
- Skilled in managing multiple tickets and priorities simultaneously to meet SLAs effectively.
- Dedicated to resolving customer concerns and committed to client satisfaction.
- Detail-oriented with a strong drive to thoroughly investigate systems or processes to resolve customer issues.
- Motivated to learn and continually upgrade skills in a fast-evolving work environment.
- Ability to think quickly and remain calm under pressure.
- Self-driven with a proactive attitude and sense of ownership.
- Effective in highly collaborative, fast-paced environments.
- Strong teamwork skills, with a willingness to seek help when needed and sound judgment in recognizing when assistance is necessary.
- Experience in web technologies, CRM or SaaS platforms, and/or digital marketing on social platforms.
- Proficient in coding or scripting in one or more languages, including JavaScript, Python, Java, or Node.js.
- Understanding of data storage technologies and databases, such as MongoDB and MySQL.
- Skilled in technical tools and analysis, including Graylogs, Kibana, API Browser, Query Executor, 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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