📍 Location: India (Hybrid/Remote Options Available)
💼 Role: Technical Support Engineer
🌐 Company: Sprinklr
About the Role
As a Technical Support Engineer at Sprinklr, you will be the first line of defense in ensuring customers enjoy a seamless experience on our platform. From troubleshooting bugs to collaborating with engineering teams, your role is vital in resolving issues, driving improvements, and delighting customers worldwide.
Job Descriptions:-
| Company Name: | Sprinklr |
| Role Name: | Technical Support Engineer |
| Batches: | 2020-2025 |
| Degree: | Bachelor’s Degree |
| Salary: | INR 4.5-12 LPA (Expected) |
| Position type: | Freshers(0-5yrs) |
| Location: | Bangalore, India |
What You Will Do
- Respond to customer-reported issues and inquiries via ticketing systems, ensuring uninterrupted access and usage of the Sprinklr platform.
- Troubleshoot technical problems by debugging, analyzing logs, replicating issues, and providing accurate, timely solutions.
- Identify platform gaps and work on root cause analysis to prevent recurring issues.
- Deliver quality resolutions to minimize escalations and ticket reopenings.
- Stay updated with product releases, features, and updates, developing in-depth product expertise.
- Collaborate with cross-functional teams (engineering, QA, product managers) to resolve complex issues and suggest product improvements.
- Escalate critical bugs to development teams and coordinate on quick fixes.
- Document solutions, build knowledge base articles, FAQs, and troubleshooting guides to streamline support processes.
- Participate in testing, QA, and regression checks after bug fixes or product updates.
- Analyze and optimize support processes to improve customer satisfaction and operational efficiency.
- Ensure SLAs and resolution timelines are consistently met while managing multiple tickets.
- Handle customer escalations, conduct RCA (Root Cause Analysis), and take corrective measures to maintain positive sentiment.
- Share insights, best practices, and learning experiences with peers for continuous improvement.
What Makes You Qualified
Experience
- 0–5 years of experience in enterprise software debugging, engineering, or support operations.
- For CCaaS roles: 1–5 years of experience with Contact Center Software (Genesys, Avaya, etc.), CCaaS/CPaaS solutions, and telephony infrastructure (big plus).
Skills & Knowledge
- Strong technical background with advanced troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- Hands-on experience with SaaS platforms, CRM systems, or digital marketing/social platforms.
- Coding/scripting knowledge in JavaScript, Python, Java, or Node.js.
- Familiarity with databases like MongoDB, MySQL, or other data storage technologies.
- Comfort with technical tools such as Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, and Runner Logs.
- Experience with web technologies and debugging methods.
Soft Skills
- Passion for solving customer concerns with a customer-first mindset.
- Ability to manage multiple priorities and meet SLAs under pressure.
- Self-motivated, proactive, and willing to take ownership.
- Strong team player with the judgment to know when to seek help.
- Adaptable, eager to learn, and thrive in fast-paced environments.
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Why Join Sprinklr?
- Be part of a leading SaaS company trusted by global enterprises.
- Work on cutting-edge technologies and learn from top industry experts.
- Opportunity to grow your technical and customer-facing skills.
- A collaborative, diverse, and inclusive workplace culture.