Technical Support Engineer – Lead

Salary

₹18 - 30 LPA

Min Experience

5 years

Location

Bangalore, Gurgaon

JobType

full-time

About the role

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. 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 the company

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.

Skills

rest api
javascript
json
linux
unix
crm
incident management
ticketing systems
software debugging
database
aws
cloud
social media
customer engagement
problem-solving
monitoring
automation