Manager - Technical Support

Job Description

What will you do:

• As a Technical Support Manager, you will lead a team of Technical Support Engineers (5-10) to Respond to customer inquiries/ reported bugs received via tickets to ensure their continued access & usage of the Sprinklr platform. The team will troubleshoot technical issues to provide timely & accurate resolution to the customer/any other stakeholder raised issues, bugs, concerns etc.

• You will lead the team to 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 from the Technical Support Engineers to avoid escalations from customers and reopening of issue tickets. Managing the customer support department’s day-to-day functions.

• Responding to & handling of escalated customer support issues. 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.

• Implementing customer support processes to enhance customer satisfaction. Formulating and revising customer support policies and promote their implementation as deemed necessary by the larger Support Organization

• Informing the team of all new information related to products, procedures, and trends.

• Assessing support KPIs and preparing detailed reports on the findings – ensuring that KPIs are regularly shared with the team to keep them updated o their performance while apprising the senior management team on the performance KPIs

• Interviewing and hiring new Technical Support Engineers

• Overseeing and evaluating the team's ongoing training efforts.

• Delivering performance evaluations and following the processes according to company policy

• 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.

• Analyse support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations.

• 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?

• 3-5+ years of experience in managing enterprise teams for software debugging, engineering & support operations processes.

• Excellent written and verbal communication skills

• Strong technical background with advanced computer skills/ Strong analytical and problem-solving skills with experience preferably on APIs, Integrations, Whatsapp BOT, Live Chat, other Digital Channels- SMS etc. From a backend troubleshooting as well

• Ability to work independently and as a member of a team while leading & mentoring large teams

• 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.

Warning about Recruiting Scams:

Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.