Technical Support Engineer

About Sprinklr

Sprinklr is a leading enterprise software company dedicated to empowering customer-facing teams with advanced AI and a unified customer experience management (Unified-CXM) platform. Our technology enables global brands to deliver personalized, human experiences across every modern communication channel.

Headquartered in New York City, Sprinklr has a global presence and serves over 1,000 of the world’s most valuable enterprises — including Microsoft, P&G, Samsung, and more than 50% of the Fortune 100.

Explore more about our values and employee culture at The Sprinklr Way.

What You’ll Do

As a Technical Support Engineer, you will be the face of Sprinklr’s commitment to world-class support by delivering a seamless and effective experience for our customers.

Key Responsibilities:

• Respond to customer inquiries, troubleshoot bugs, and ensure continued access and optimal use of the Sprinklr platform.
• Analyze and investigate issues to identify root causes, debug problems, examine logs, and replicate issues in a test environment.
• Collaborate with Engineering, QA, and Product teams to resolve complex issues and escalate when necessary.
• Maintain a high level of product knowledge and stay current with feature releases and updates.
• Document solutions, create knowledge base articles, and contribute to support collateral.
• Proactively identify product gaps and provide feedback for continuous improvement.
• Educate customers on solutions provided, ensuring clarity and improved user experience.
• Lead the resolution of critical escalations, perform root cause analysis (RCA), and ensure positive customer sentiment.
• Conduct testing and QA to identify bugs and support product quality.
• Prioritize multiple tickets and meet SLAs in a fast-paced, collaborative environment.
• Share learnings and best practices with the team to drive continuous improvement.

What Makes You Qualified

Skills & Attributes:

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving mindset.
• Ability to work independently and collaborate effectively within a team.
• Comfortable multitasking and meeting deadlines under pressure.
• Self-motivated, proactive, and accountable with a customer-first attitude.
• Quick learner with a passion for technology and continuous development.

Preferred Technical Experience:

• Hands-on experience with web technologies, SaaS platforms, or digital marketing tools.
• Scripting or programming experience in JavaScript, Python, Java, or Node.js.
• Familiarity with database technologies like MongoDB, MySQL, etc.
• Understanding of monitoring/debugging tools such as Graylog, Kibana, API Browser, Query Executor, etc.

Why You’ll Love Sprinklr

• People-first culture: We focus on happiness, growth, and purpose.
• Wellbeing & Benefits: Access comprehensive health plans, wellbeing programs, financial protection, and daily mindfulness support.
• Growth & Learning: Opportunities to grow through platforms like LinkedIn Learning, internal training, and more.
• Mission-driven: Join a team committed to helping the world’s biggest brands make their customers happier.
• Diversity & Inclusion: We celebrate uniqueness and foster a culture of belonging.

Visit Sprinklr Benefits to explore our country-specific employee offerings.

Equal Opportunity Statement

Sprinklr is proud to be an equal opportunity employer and is committed to creating an inclusive environment for all. We celebrate diversity and do not discriminate based on race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.