Sprinklr

Senior Technical Support Engineer

Sprinklr

full-time

Posted on:

Location Type: Office

Location: Bangalore • India

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Job Level

Senior

Tech Stack

JavaJavaScriptMongoDBMySQLNode.jsPython

About the role

  • 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
  • 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
  • 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

Requirements

  • 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
  • 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 such as MongoDB, MySQL, etc
  • Understand & excel in deciphering technical aspects like Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs
Benefits
  • voluntary healthcare coverage in countries where applicable
  • paid time off to recharge and spend time with loved ones
  • comprehensive suite of benefits designed to help each member of our team thrive
  • open Mentoring Program is designed to create meaningful connections that support growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
JavaScriptPythonJavaNodeMongoDBMySQLGraylogsKibanaAPI BrowserQuery Executor
Soft Skills
written communicationverbal communicationanalytical skillsproblem-solving skillsteamworkself-motivatedinitiativeownershipcalm under pressurecustomer focus