Senior Technical Support Engineer - CCaaS

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

What will you do:

• 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. This may involve debugging software, examining logs, or replicating problems in a controlled environment.
• 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. This may involve participating in beta testing programs or performing regression tests after bug fixes or product updates.
• 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
  
  

What makes you qualified?

• 0-5 years of experience in enterprise software debugging, engineering & support operations processes. Min 1+ years of experience in CCaaS solution/Contact Center Software Experience like Genesys, Avaya etc. Knowledge about CCaaS, CPaaS, Voice/ telephony infrastructure etc is a big add-on]
• 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, 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, virtual fitness, and access to Headspace. 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.