Job Overview
Sprinklr is actively seeking a Technical Support Engineer – Lead to join their team in Bangalore or Gurgaon, India. This full-time role offers the opportunity to work with world-renowned brands and contribute to delivering exceptional customer experiences via Sprinklr’s Unified-CXM platform. The role is best suited for professionals with a strong technical background and leadership capability in a support environment.
Job Details
- Company: Sprinklr
- Job Position: Technical Support Engineer – Lead
- Location: Bangalore or Gurgaon, India
- Qualification: Bachelor’s Degree in Computer Science, IT, or relevant field
- Salary: ₹18 LPA – ₹30 LPA (estimated based on industry benchmarks)
Key Responsibilities
- Lead technical support efforts and guide team members toward resolving complex customer issues.
- Act as an escalation point for critical customer tickets and ensure timely resolution.
- Provide technical guidance, mentoring, and training to junior engineers.
- Collaborate with Engineering and Product teams for root cause analysis and long-term solutions.
- Maintain a high level of customer satisfaction through proactive communication and solution delivery.
- Analyze product issues, customer usage, and trends to identify systemic improvements.
- Assist in defining support procedures and documentation standards.
- Troubleshoot software, API, platform, and system-related problems.
- Manage workflows in high-pressure environments with strong prioritization.
- Provide feedback to improve product performance and customer experience.
- Participate in after-hours and weekend support rotations as needed.
- Drive initiatives to enhance support operations and team efficiency.
- Stay up-to-date with new features and product updates.
- Conduct customer training sessions where required.
- Ensure SLA adherence and track performance metrics of support services.
Required Skills and Knowledge
- 5+ years of experience in technical support, preferably in SaaS or enterprise software.
- Strong knowledge of REST APIs, JavaScript, JSON, and networking fundamentals.
- Familiarity with Linux/Unix environments and command-line operations.
- Experience with customer-facing roles and resolving client issues under pressure.
- Excellent communication, documentation, and interpersonal skills.
- Knowledge of CRM tools, incident management platforms, and ticketing systems.
- Experience in debugging software, platform integrations, or databases.
- Proven leadership and team management skills.
- Ability to analyze logs and performance metrics for root cause identification.
- Passion for customer satisfaction and continuous improvement.
- Ability to multitask and manage competing priorities.
- Familiarity with AWS or cloud-based environments is a plus.
- Exposure to social media or customer engagement platforms is an advantage.
- Strong problem-solving and critical-thinking capabilities.
- Knowledge of monitoring tools and automation is a bonus.
About Sprinklr
Sprinklr is a leading enterprise software company headquartered in New York City. It enables global brands to manage and optimize customer experiences across digital channels through its Unified-CXM platform powered by AI. The company partners with more than 1,000 enterprise brands including Microsoft, Samsung, and P&G, serving over 50% of the Fortune 100.
Why Join Sprinklr?
- Work with cutting-edge AI and CXM technology.
- Collaborate with top-tier global brands.
- Inclusive, diverse, and empowering work culture.
- Comprehensive health, well-being, and financial protection plans.
- Access to learning platforms like LinkedIn Learning.
- Daily meditation and wellness initiatives.
- Career advancement and global exposure.
- Transparent and supportive leadership.
- Flexible work environment with hybrid opportunities.
- A mission-driven company focused on customer happiness.
Important Links
Apply Link: Click here
Job Requisition ID: 110721-JOB