Sprinklr is looking for the position of Technical Support Engineer in Bangalore, 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 | 2020/ 2021/ 2022/ 2023/ 2024/ 2025 |
| Experience | 0 – 5 (Years) |
| Location | Bangalore, India |
Key Responsibilities:
- Respond to customer inquiries and reported bugs through tickets to ensure continued access and effective usage of the Sprinklr platform.
- Troubleshoot technical issues and provide timely, accurate resolutions to customer or stakeholder concerns, bugs, and requests.
- Investigate customer-reported issues by analyzing logs, debugging software, and replicating problems in controlled environments to identify root causes and recommend solutions.
- Ensure high-quality resolutions that prevent escalations and reduce the reopening of issue tickets.
- Develop and maintain in-depth knowledge of specific products, staying updated with the latest releases, features, and enhancements.
- Collaborate with cross-functional teams, including developers, QA engineers, and product managers, to resolve complex issues and provide feedback for product improvement.
- Escalate critical issues to the appropriate teams and coordinate with product development on bug fixes and enhancements.
- Capture development areas for product improvement and drive interlocks with product and engineering teams.
- Educate customers and ticket requestors on the solutions provided, ensuring clarity and enhancing their overall platform experience.
- Create and maintain documentation such as knowledge base articles, FAQs, and troubleshooting guides to support customers and colleagues.
- Conduct testing and quality assurance activities, including regression and beta testing, to identify defects or potential areas for improvement.
- Analyze support processes, identify areas for optimization, and implement improvements to enhance customer experience and support efficiency.
- Assist customers in seamless platform usage while meeting SLA and ticket resolution timelines.
- Manage escalations by performing root cause analysis (RCA), maintaining positive customer sentiment, and sharing learnings with the team for corrective actions.
- Multitask on multiple tickets simultaneously while coordinating with account teams, customers, and engineering teams to ensure timely resolution.
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 at least 1+ year in CCaaS solutions or Contact Center Software such as Genesys, Avaya, etc.
- Knowledge of CCaaS, CPaaS, and voice/telephony infrastructure is a strong advantage.
- Excellent written and verbal communication skills.
- Strong technical background with advanced computer skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently as well as collaboratively within a team.
- Proven ability to meet SLAs while managing multiple tickets and priorities simultaneously.
- Passion for solving customer concerns with a strong focus on client satisfaction.
- Detail-oriented approach with a drive to analyze systems or processes to resolve customer issues.
- Eagerness to learn and continuously upgrade skills in a rapidly evolving environment.
- Ability to think quickly and remain calm under pressure.
- Self-motivated, proactive, and takes full ownership of responsibilities.
- Comfortable working in a highly collaborative and fast-paced environment.
- Strong teamwork skills with the judgment to know when to seek support from team members.
- Experience with web technologies, CRM or SaaS platforms, and/or digital marketing on social platforms.
- Experience in coding or scripting with JavaScript, Python, Java, or Node.js.
- Understanding of data storage technologies and databases such as MongoDB and MySQL.
- Proficiency in analyzing technical aspects using tools like 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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