Technical Support Engineer

1 Month ago • Upto 5 Years • Software Development & Engineering

Job Summary

Job Description

As a Technical Support Engineer at Sprinklr, you will be responsible for responding to customer inquiries and reported bugs, troubleshooting technical issues, and ensuring timely resolutions. You will identify platform gaps, collaborate with cross-functional teams, and escalate critical issues to product development. Key duties include maintaining detailed product knowledge, creating documentation, conducting quality assurance, and analyzing support processes to enhance customer experience. The role requires meeting SLAs, managing multiple tickets, and ensuring positive customer sentiment through effective problem-solving and education.
Must have:
  • Respond to customer inquiries/reported bugs via tickets.
  • Troubleshoot technical issues for timely and accurate resolution.
  • Identify platform gaps/issues by investigating and analyzing customer-reported problems.
  • Ensure quality resolution to prevent escalations and ticket re-openings.
  • Develop detailed knowledge about specific products and stay updated on releases.
  • Collaborate with cross-functional teams to resolve complex issues and provide feedback.
  • Escalate critical issues to cross-functional teams for quick resolution and bug fixes.
  • Capture development areas for product improvement and drive interlocks.
  • Educate customers/ticket requestors on solutions for better understanding and experience.
  • Create and maintain detailed documentation (knowledge base, FAQs, troubleshooting guides).
  • Conduct testing and quality assurance to identify product defects or improvements.
  • Analyze support processes to identify and implement improvements for customer experience.
  • Assist customers in seamless platform use, meeting all requirements and expectations.
  • Handle customer escalations, perform RCA, and maintain positive customer sentiment.
  • Ensure SLAs and ticket resolution times are met while multitasking and coordinating.
Good to have:
  • CCaaS solution experience
  • Contact Center Software experience
  • Genesys
  • Avaya
  • CCaaS
  • CPaaS
  • Voice infrastructure
  • telephony infrastructure
Perks:
  • Culture of belonging and happiness
  • Comprehensive health plans
  • Leading well-being programs
  • Financial protection for employees and family
  • Daily meditation breaks
  • Virtual fitness
  • Continuous learning opportunities (e.g., LinkedIn Learning)
  • Empowerment for personal and professional growth
  • Commitment to diversity and inclusion

Job Details

Job Description

What will you do:

  • Respond to customer inquiries/ reported bugs received via tickets to ensure their continued access & usage of the Sprinklr platform. Troubleshoot technical issues to provide timely & accurate resolution to the customer/any other stakeholder raised issues, bugs, concerns etc.
  • Identify platform gaps/issues, while investigating and analyzing customer-reported issues to identify the root cause and provide effective solutions. This may involve debugging software, examining logs, or replicating problems in a controlled environment.
  • Ensure quality resolution to avoid escalations from customers and reopening of issue tickets.
  • Assume responsibility for developing detailed knowledge about specific products & to stay up to date with the latest releases, new features etc.
  • Collaborate with cross-functional teams, including developers, quality assurance engineers, and product managers, to resolve complex issues and provide feedback for product improvement. Escalate critical issues to cross functional teams to ensure quick resolution and coordinate with the product development team on bug fixes.
  • Capturing development areas for product improvement and drive interlocks with product managers and engineering
  • Ensure that the customers/ ticket requestors are educated, and understand the solution provided in the ticket if the issue is longstanding or needs explanation or would benefit the customer experience.
  • Create and maintain detailed 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 and report product defects or potential areas for improvement. This may involve participating in beta testing programs or performing regression tests after bug fixes or product updates.
  • Analyse support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations.
  • Assist Customers to seamless use our platform, while meeting all requirements and fulfilling expectations regarding the ticket resolution. Be at the forefront in case of customer escalation, if any, and do RCA, and ensure customer sentiment is maintained positively. Share learning with the team and take corrective actions as deemed necessary.
  • Ensure that the SLAs, ticket resolution times are met on time, while multitasking on different tickets and coordinating with Account team/Customer/Engineering team

What makes you qualified?

  • 0-5 years (For CCaas – 1-5 years) of experience in enterprise software debugging, engineering & support operations processes [ For CCaas- Min 1+ years of experience in CCaaS solution/Contact Center Software Experience like Genesys, Avaya etc. Knowledge about CCaaS, CPaaS, Voice/ telephony infrastructure etc is a big add-on]
  • Excellent written and verbal communication skills
  • Strong technical background with advanced computer skills/ Strong analytical and problem-solving skills
  • Ability to work independently and as a member of a team
  • Ability to work effectively to meet the SLAs and juggle several tickets/priorities simultaneously
  • Passion for solving customer concerns and commitment to client delight
  • A drive to dig into the details of a system or process to solve customer problems.
  • Zeal to learn and constantly upgrade skills in a fast-changing work environment.
  • Ability to think on your feet and remain calm under pressure.
  • Self-motivated, takes initiative, assumes ownership.
  • Ability to work in a highly collaborative and fast-paced environment.
  • Strong teamwork - willingness and ability to get help from team members when required, and the good judgment to know when to seek help.
  • Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms.
  • Experience coding or scripting in one or more of JavaScript, Python, Java, Node.
  • Understanding of data storage technologies/databases. Ex- MongoDB, MySQL, etc.
  • Understand & excel in deciphering technical aspects like – Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.

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About The Company

Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values. Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others.

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