Medsender

Customer Support Specialist

Implementation Specialist

Sales Development Representative

Senior Software Engineer

Medsender is seeking a proactive and detail-oriented Customer Support Specialist to provide frontline (L1) support. This full-time, salaried position involves helping customers navigate workflows, resolving common issues, triaging product bugs, and improving documentation. It's a high-ownership role with close collaboration across Product and Engineering, offering strong growth potential in a fast-moving startup environment.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Position Overview</h2><p class="my-4 text-gray-700 leading-relaxed">We’re seeking a <strong>Customer Support Specialist</strong> to own frontline (L1) support. You’ll help customers navigate workflows, resolve common issues, and triage product bugs for escalation—while improving documentation and support operations over time. This is a <strong>full-time, salaried (40 hrs/week)</strong> position and a great fit for someone who is proactive, detail-oriented, and excited to learn quickly in a fast-moving startup environment.</p><p class="my-4 text-gray-700 leading-relaxed">This role is <strong>not</strong> a call-center environment. It’s a high-ownership position with close collaboration across Product and Engineering, and strong growth potential over time.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Pivotal Responsibilities</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><strong>Own the support queue (L1):</strong> Respond to customer questions and issues with urgency, clarity, and empathy via email/chat (and occasional Zoom as needed).</li><li class="leading-relaxed"><strong>Troubleshoot and resolve issues:</strong> Guide customers step-by-step through workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds.</li><li class="leading-relaxed"><strong>Escalate effectively to Engineering/Product:</strong> When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority).</li><li class="leading-relaxed"><strong>Support onboarding and training (as needed):</strong> Help new users become confident through lightweight walkthroughs and best practices.</li><li class="leading-relaxed"><strong>Improve documentation and self-serve resources:</strong> Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution.</li><li class="leading-relaxed"><strong>Contribute to support operations:</strong> Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).</li><li class="leading-relaxed"><strong>Operate in a HIPAA-aware environment:</strong> Handle sensitive information appropriately and follow minimum-necessary practices.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Essential Qualifications</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><strong>Excellent written communication</strong> and strong customer empathy—you can explain things clearly and calmly.</li><li class="leading-relaxed"><strong>Strong attention to detail</strong> and a structured approach to problem-solving.</li><li class="leading-relaxed"><strong>High ownership and follow-through:</strong> you take responsibility for driving issues to resolution.</li><li class="leading-relaxed"><strong>Comfort learning new software quickly</strong> and adapting as the product evolves.</li><li class="leading-relaxed">Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus, but <strong>we welcome exceptional new grads</strong> with evidence of grit, organization, and fast learning.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Bonus Points</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Comfort with basic technical concepts like APIs/webhooks, browser troubleshooting, or reading logs (not required).</li><li class="leading-relaxed">Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Why You Should Choose</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Work on a product customers rely on daily—and see your impact immediately.</li><li class="leading-relaxed">Join a team that values speed, clarity, and strong execution.</li><li class="leading-relaxed">Learn quickly in a high-growth environment with meaningful ownership.</li><li class="leading-relaxed">Competitive compensation, benefits, and a flexible work environment.</li><li class="leading-relaxed">Clear growth paths over time into Support Ops, Customer Success, Implementations, or more technical support roles.</li></ul>

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the Role: In your role as Senior ML Engineer with us, you will be tasked with creating and delivering novel Machine Learning solutions for next generation of digital customer experience applications.</h2><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What will you do:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Design, develop, and deploy scalable machine learning solutions in production environments.</li><li class="leading-relaxed">Work on various disciplines of machine learning including but not limited to variety of disciplines including deep learning, reinforcement learning, computer vision, language, speech processing etc.</li><li class="leading-relaxed">Own the end-to-end lifecycle of ML features – from data ingestion to deployment and monitoring.</li><li class="leading-relaxed">Work closely with product management and design to define project scope, priorities and timelines.</li><li class="leading-relaxed">Work closely with machine learning leadership team to define and implement the technology and architectural strategy.</li><li class="leading-relaxed">Optimize model performance, latency, and scalability for real-world applications.</li><li class="leading-relaxed">Build APIs, microservices, and infrastructure components to support ML pipelines.</li><li class="leading-relaxed">Ensure adherence to best practices in ML Ops, testing, versioning, and monitoring.</li><li class="leading-relaxed">Deliver and maintain high-quality scalable systems in a timely and cost-eﬀective manner.</li><li class="leading-relaxed">Recognising potential use-cases of cutting edge research in products and implementing your own solutions for the same.</li><li class="leading-relaxed">Stay updated on industry trends, emerging technologies, and advancements in data science, incorporating relevant innovations into the team's workflow.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What makes you qualified:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Degree in Computer Science or related quantitative field of relevant experience from Tier 1 colleges.</li><li class="leading-relaxed">2.5+ years of Deep Learning Experience with a distinguished track record on technically fast paced projects.</li><li class="leading-relaxed">Familiarity with cloud deployment technologies, such as Kubernetes or Docker containers.</li><li class="leading-relaxed">Experience with large language models (GPT-4, Pathways, Google Bert, Transformer) and deep learning tools (TensorFlow, Torch).</li><li class="leading-relaxed">Working experience of software engineering best practices including coding standards, code reviews, SCM, CI, build processes, testing, and operations.</li><li class="leading-relaxed">Experience in communicating with users, other technical teams, and product management to understand requirements, describe software product features, and technical designs.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Nice to have:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience with Multi-Modal ML including Generative AI.</li><li class="leading-relaxed">Interested in and thoughtful about the impacts of AI technology.</li><li class="leading-relaxed">A real passion for AI!</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">We focus on our mission:</h2><p class="my-4 text-gray-700 leading-relaxed">was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, has a unified, AI-native platform for four product suites: Service, Social, Marketing, and Insights. is here to do three things:</p><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead a new category of enterprise software that we call Unified-CXM.</li><li class="leading-relaxed">Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.</li><li class="leading-relaxed">Create a culture of customer obsession, with trust, teamwork, and accountability.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">We believe in our product:</h2><p class="my-4 text-gray-700 leading-relaxed">Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">We invest in our people:</h2><p class="my-4 text-gray-700 leading-relaxed">We offer a comprehensive suite of benefits designed to help each member of our team thrive. believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.</p><p class="my-4 text-gray-700 leading-relaxed">To learn more about employee benefits by region, <a href="https://sprinklrbenefits.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">click here</a></p><p class="my-4 text-gray-700 leading-relaxed">.</p><p class="my-4 text-gray-700 leading-relaxed">To learn more about all-things-, visit our candidate resource hub <a href="https://www.sprinklr.com/candidate-page/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a></p><p class="my-4 text-gray-700 leading-relaxed">.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">EEO - Our philosophy:</h2><p class="my-4 text-gray-700 leading-relaxed">Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.</p><p class="my-4 text-gray-700 leading-relaxed">is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.</p><p class="my-4 text-gray-700 leading-relaxed">Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.</p><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Warning about Recruiting Scams:</h2><p class="my-4 text-gray-700 leading-relaxed">Please be vigilant for recruiting scams impersonating . will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. will also never pay in Bitcoin or send email communications from our executives. Please <a href="https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-other-job-platforms" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">review</a></p><p class="my-4 text-gray-700 leading-relaxed">the Federal Trade Commission's advice to avoid these types of scams.</p><p class="my-4 text-gray-700 leading-relaxed">If you are contacted by someone whom you suspect may not be appropriately representing , please do not engage and block their email or phone number immediately.</p>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.

Customer Support Specialist

Implementation Specialist

Sales Development Representative

Senior Software Engineer

Job Details