Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in gurugram
>
Sprinklr
>
Senior Technical Support Engineer

Senior Technical Support Engineer

Sprinklr

0 - 5 years

2 - 7 Lacs

gurugram

Posted:18 hours ago| Platform:

Apply

Skills Required

manager quality assurance coding analytical mysql debugging javascript microsoft technical support python crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 (For CCaas 1-5 years) of experience in enterprise software debugging, engineering support operations processes [ For CCaas- 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

More Jobs at Sprinklr

Manager Compensation Systems

Bengaluru

5 - 9 yrs

INR 15 - 20 Lacs

Managed Services Consultant

Gurgaon, Haryana, India

5 - 8 yrs

Salary: Not disclosed

Senior Implementation Consultant

Gurugram

5 - 10 yrs

INR 11 - 16 Lacs

Lead Technical Success Manager

Mumbai, Nagpur, Thane, Nashik, Pune, Aurangabad

6 - 11 yrs

INR 8 - 13 Lacs

Principal Solutions Consultant

Mumbai, Nagpur, Thane, Nashik, Pune, Aurangabad

4 - 9 yrs

INR 6 - 11 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start JavaScript Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.