Sprinklr | Technical Support Engineer | Apply now

Job Overview:
We are seeking a passionate and solution-oriented Customer Support Engineer to deliver outstanding technical support for our enterprise software platform. In this role, you will troubleshoot complex technical issues, collaborate with cross-functional teams, and ensure exceptional customer satisfaction. Your expertise will help drive continuous product improvement while ensuring seamless customer experiences.

Job Description :-

Company:	Sprinklr
Job Role:	Technical Support Engineer
Batches:	2021-2025
Degree:	Bachelor’s degree
Experience:	Freshers(0-5yrs)
Location:	Bangalore/Gurgaon, INDIA
CTC/Salary:	INR 5-15 LPA (Expected)

Key Responsibilities:

• Respond promptly to customer queries and reported issues through the ticketing system, ensuring smooth access and usage of the platform.
• Troubleshoot and resolve technical challenges by analyzing logs, replicating problems, debugging software, and identifying root causes.
• Prevent escalations by delivering accurate, high-quality resolutions and ensuring tickets are closed effectively without reopening.
• Maintain up-to-date knowledge of platform features, updates, and releases to provide informed support.
• Collaborate with developers, QA engineers, and product managers to resolve complex issues and provide actionable feedback for product enhancement.
• Document solutions, create knowledge base articles, FAQs, and troubleshooting guides to aid customers and internal teams.
• Participate in testing, quality assurance, and beta programs to identify defects and suggest product improvements.
• Analyze support operations to identify improvement opportunities and enhance customer service processes.
• Manage multiple tickets efficiently while ensuring SLAs and resolution timelines are met.
• Act as a key contact for customer escalations, conduct root cause analyses, and ensure positive customer sentiment.

Qualifications:

• 0-5 years of experience in enterprise software support, debugging, or engineering operations.
• Minimum 1 year of experience supporting CCaaS/contact center solutions (e.g., Genesys, Avaya); knowledge of CCaaS, CPaaS, or telephony infrastructure is a strong advantage.
• Proficient in web technologies, CRM/SaaS platforms, or digital marketing tools related to social media platforms.
• Experience with JavaScript, Python, Java, or Node.js for scripting/coding.
• Understanding of databases such as MongoDB, MySQL.
• Familiarity with tools like Graylogs, Kibana, API Browser, Query Executor, Runner Logs.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication abilities.
• Ability to multitask effectively, meet deadlines, and work both independently and collaboratively in a dynamic environment.
• Passion for delivering exceptional customer service and continuous learning.

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