Product Support Engineer Jobs in Bangalore - Sprinklr
Job Description
As the world moves even more online due to the coronavirus pandemic, customers are connected and empowered like never before. Customers want an immediate, personalized and consistent experience, no matter which channel they choose to engage with a brand. Sprinklr helps brands meet the demands of today’s customers by providing them with the insights they need to make every interaction matter. Sprinklr is a Customer Experience Management (CXM) platform for modern enterprises with 2000+ employees helping the world’s most valuable enterprises make their customers happier.
Meet our Product Support Team!
The most important criteria for joining our Product Support team are:
The Product Support Engineer is primarily responsible for providing prompt high-quality communication and support for the Sprinklr platform and products. This person will handle incoming issues following Support processes. This person will also work on other projects and documentation as required. Product Support Engineers deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users. Support engineers will be required to be on-call on a regular basis throughout the year.
What Are Your Responsibilities
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier.
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.
For the fifth consecutive year, Sprinklr has been named to the Forbes Cloud 100, the definitive ranking of the top 100 private cloud companies in the world. We were also named a 2020 Gartner Peer Insights Customers’ Choice for Social Marketing Management . And in 2019, Sprinklr was the only leader in the Forrester Research, Inc. report, The Forrester Wave™: Social Suites.
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 Audible for Business, Linkedin Learning, and more.
The Sprinklr Way
EEO - Our philosophy on inclusion: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate our sense of belonging and fervently believe every employee matters, and should be respected, listened to, and have opportunities to contribute to the magic of Sprinklr!
We celebrate differences, and we seek to hear unique perspectives because it helps us all to learn. We seek to understand. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. As we continue on our growth journey, we know that bringing together diverse talent leads to better company-wide innovation, improved financial results and better decision making.
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. If you have a disability or special need that requires accommodation, please let us know.
Meet our Product Support Team!
The most important criteria for joining our Product Support team are:
- Passion for solving client challenges and commitment to client delight
- Excellent written and verbal communication skills - Spanish and English
- Exceptional troubleshooting skills, and a passion for problem solving and investigation
- Ability to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a team
- Fluency in social media channels
The Product Support Engineer is primarily responsible for providing prompt high-quality communication and support for the Sprinklr platform and products. This person will handle incoming issues following Support processes. This person will also work on other projects and documentation as required. Product Support Engineers deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users. Support engineers will be required to be on-call on a regular basis throughout the year.
What Are Your Responsibilities
- Perform initial triage of all support tickets submitted to the Product Support help desk, providing courteous responses, ensuring accuracy of ticket data and performing assignment of tickets to the appropriate group for resolution
- Independently identify and escalate urgent issues, track and report on trends
- Handle service interruptions and known issues, keeping customers up to date at all times on incident progress, including coordinating response, escalation, tracking and analysis of incidents
- Duplicating and troubleshooting product and technical issues faced by clients, working towards a speedy resolution.
- Taking ownership of customer tickets and provide resolution within SLAs
- Responsible for tasks including customer items as well as internal housekeeping, documentation and analysis
- Actively contribute to ongoing process improvement, problem resolution and workflow improvements
- Knowledge of SQL databases.
- Experience with Linux operating system.
- Education level: Bachelor’s degree in a technical field, Masters in Computer Science or equivalent work experience in a software/support and services environment.
- Minimum of 2 years experience in a client-facing role supporting software products
- Client-facing experience supporting software products
- Excellent written and verbal skills
- Fluency in English and Spanish. Fluency in Portuguese will be a plus.
- Strong analytical and problem-solving skills
- Ability to work in a highly collaborative and fast-paced environment
- Firm grasp of the web and social media
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier.
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.
For the fifth consecutive year, Sprinklr has been named to the Forbes Cloud 100, the definitive ranking of the top 100 private cloud companies in the world. We were also named a 2020 Gartner Peer Insights Customers’ Choice for Social Marketing Management . And in 2019, Sprinklr was the only leader in the Forrester Research, Inc. report, The Forrester Wave™: Social Suites.
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 Audible for Business, Linkedin Learning, and more.
The Sprinklr Way
EEO - Our philosophy on inclusion: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate our sense of belonging and fervently believe every employee matters, and should be respected, listened to, and have opportunities to contribute to the magic of Sprinklr!
We celebrate differences, and we seek to hear unique perspectives because it helps us all to learn. We seek to understand. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. As we continue on our growth journey, we know that bringing together diverse talent leads to better company-wide innovation, improved financial results and better decision making.
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. If you have a disability or special need that requires accommodation, please let us know.
Job Particulars
Education Diploma, B.Com, M.Com, BCA, BE/B.Tech, BSc, MCA, ME/M.Tech, MSc, PG Diploma, 12th Pass (HSE)
Who can apply Freshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment Type0
Job Id1145756
Job Category Diploma , Tech Support
Locality Address
State Karnataka
Country India
About Company
Sprinklr
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