📍 Job Overview

Job Title: Senior Technical Support Engineer - CCaaS
Company: Sprinklr
Location: India - Karnataka - Bangalore, India - Haryana - Gurgaon
Job Type: Full-Time
Category: Technical Support, Customer Success
Date Posted: 2025-06-26
Experience Level: 0-5 years
Remote Status: Remote OK

🚀 Role Summary

Sprinklr, a leading enterprise software company, is seeking a Senior Technical Support Engineer to join their CCaaS team. This role involves providing technical support to customers, troubleshooting issues, and collaborating with cross-functional teams to ensure customer satisfaction and platform uptime. The ideal candidate will have experience in enterprise software support, CCaaS solutions, and strong technical and communication skills.

💻 Primary Responsibilities

🛠️ Technical Support & Troubleshooting

Respond to customer inquiries and reported bugs via tickets, ensuring continued access and usage of the Sprinklr platform.
Troubleshoot technical issues to provide timely and accurate resolution to customers and stakeholders.
Identify platform gaps and analyze customer-reported issues to identify root causes and provide effective solutions.
Collaborate with cross-functional teams, including developers, QA engineers, and product managers, to resolve complex issues and provide feedback for product improvement.
Escalate critical issues to cross-functional teams and coordinate with the product development team on bug fixes.
Capture development areas for product improvement and drive interlocks with product managers and engineering.

📚 Knowledge Management & Documentation

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.

📈 Support Process Improvement

Analyze support processes, identify areas for improvement, and implement solutions to enhance the overall customer experience and optimize support operations.
Assist customers to ensure seamless use of the platform, meeting all requirements and fulfilling expectations regarding ticket resolution.
Ensure that service level agreements (SLAs) and ticket resolution times are met while multitasking on different tickets and coordinating with account teams, customers, and engineering teams.

🎓 Skills & Qualifications

📚 Education & Experience

Bachelor's degree in Computer Science, Information Technology, or a related field.
0-5 years of experience in enterprise software debugging, engineering, and support operations processes, with a minimum of 1 year in CCaaS solutions (e.g., Genesys, Avaya).

🛠️ Technical Skills

Strong technical background with advanced computer skills and proficiency in one or more programming languages (e.g., JavaScript, Python, Java, Node).
Excellent written and verbal communication skills.
Strong analytical and problem-solving skills.
Ability to work independently and as a member of a team, multitask, and meet SLAs.
Passion for solving customer concerns and commitment to client delight.
Zeal to learn and constantly upgrade skills in a fast-changing work environment.
Ability to think on your feet and remain calm under pressure.

🛠️ Industry-Specific Skills

Experience in web technologies, CRM, or SaaS platforms and/or digital marketing experience in social platforms.
Understanding of data storage technologies and databases (e.g., MongoDB, MySQL).
Familiarity with technical aspects such as Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, and Runner Logs.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: A well-structured portfolio showcasing your technical support and troubleshooting skills, with a focus on CCaaS solutions and enterprise software support.
Technical Documentation: Detailed documentation demonstrating your ability to create and maintain knowledge base articles, FAQs, and troubleshooting guides for common issues.
Testing & Quality Assurance: Evidence of your involvement in beta testing programs or performing regression tests after bug fixes or product updates.

💵 Compensation & Benefits

💰 Salary Range

The salary range for this role is ₹ 1,200,000 - ₹ 1,800,000 per annum (INR), depending on experience and skills. This estimate is based on market research and industry standards for senior technical support roles in CCaaS solutions.

🎁 Benefits

Comprehensive health plans, leading well-being programs, and financial protection for you and your family through global and localized plans.
Continuous learning opportunities with LinkedIn Learning and other resources.
A competitive salary and benefits package tailored to the Indian market.

🎯 Team & Company Context

🏢 Company Culture

Industry: Sprinklr is a leading enterprise software company specializing in customer experience management (Unified-CXM) platforms.

Company Size: Sprinklr has over 2,000 employees worldwide, providing a large and diverse team environment.

Founded: 2011, with headquarters in New York City and employees across the globe.

Team Structure: The CCaaS team consists of technical support engineers, developers, QA engineers, and product managers, working collaboratively to ensure customer satisfaction and platform excellence.

Development Methodology: Sprinklr follows Agile methodologies, with a focus on sprint planning, code review, testing, and quality assurance practices. They also emphasize deployment strategies, CI/CD pipelines, and server management.

Company Website: sprinklr.com

📝 Enhancement Note: Sprinklr's culture emphasizes customer-centricity, innovation, and continuous learning, providing an excellent environment for technical support professionals to grow and thrive.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer roles involve managing complex customer issues, collaborating with cross-functional teams, and driving product improvement. This role is ideal for experienced support professionals looking to advance their careers in CCaaS solutions and enterprise software support.

Reporting Structure: Senior Technical Support Engineers typically report to the Technical Support Manager or Director of Support, working closely with other support team members, developers, and product managers.

Technical Impact: In this role, you will directly influence customer satisfaction, platform uptime, and product improvement by resolving critical customer issues, identifying platform gaps, and driving process enhancements.

Growth Opportunities:

Technical Leadership: With experience, you may progress to become a Technical Support Manager or Team Lead, overseeing a team of support engineers and driving team performance and growth.
Product Management: Transition into a product management role, focusing on CCaaS solutions and enterprise software support, by leveraging your technical expertise and customer insights.
Architecture & Design: Develop your skills in architecture and design, contributing to the development of Sprinklr's CCaaS platform and driving technical innovation.

📝 Enhancement Note: Sprinklr offers numerous growth opportunities for technical support professionals, with a clear path for career progression and skill development in CCaaS solutions and enterprise software support.

🌐 Work Environment

Office Type: Sprinklr's offices are modern, collaborative workspaces designed to foster innovation and teamwork.

Office Location(s): Bangalore, Karnataka, India, and Gurgaon, Haryana, India, with remote work options available.

Workspace Context:

Collaboration: Sprinklr encourages cross-functional collaboration, with open workspaces and dedicated team areas for brainstorming and problem-solving.
Development Tools: Sprinklr provides access to the latest development tools, multiple monitors, and testing devices to ensure optimal productivity and performance.
Work-Life Balance: Sprinklr promotes work-life balance, with flexible working hours and remote work options to accommodate individual needs and preferences.

Work Schedule: Sprinklr follows a standard work schedule, with flexible hours and remote work options available to accommodate individual needs and preferences.

📝 Enhancement Note: Sprinklr's work environment emphasizes collaboration, innovation, and work-life balance, providing a supportive and engaging atmosphere for technical support professionals to excel.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess your communication skills and technical background.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, technical knowledge, and ability to troubleshoot CCaaS solutions.
Behavioral Interview: A discussion-focused interview to assess your customer-centric mindset, teamwork, and cultural fit.
Final Decision: A review of your application materials, interview performance, and fit with the Sprinklr team.

Portfolio Review Tips:

Highlight your technical support and troubleshooting skills, with a focus on CCaaS solutions and enterprise software support.
Include specific examples of customer issues you've resolved, platform gaps you've identified, and process improvements you've implemented.
Demonstrate your ability to create and maintain knowledge base articles, FAQs, and troubleshooting guides for common issues.

Technical Challenge Preparation:

Brush up on your CCaaS solution knowledge, focusing on Genesys, Avaya, or other relevant platforms.
Familiarize yourself with Sprinklr's CCaaS platform and its features.
Prepare for hands-on troubleshooting exercises and problem-solving scenarios.

ATS Keywords: Customer Support, Technical Support, CCaaS, Troubleshooting, Problem-Solving, Customer Service, Quality Assurance, Documentation, Knowledge Management, Agile, Collaboration, Teamwork, Customer-Centric, Innovation, Continuous Learning, Career Progression, Work-Life Balance.

📝 Enhancement Note: Sprinklr's interview process focuses on assessing your technical skills, problem-solving abilities, and customer-centric mindset, with a strong emphasis on hands-on troubleshooting and customer-centric scenarios.

🛠️ Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies:

CCaaS Platform: Sprinklr's CCaaS platform, built on a modern, cloud-based architecture.
Programming Languages: JavaScript, Python, Java, Node.js (specific proficiency required).
Databases: MongoDB, MySQL (specific proficiency required).
Infrastructure Tools: Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs (specific familiarity required).

Development & DevOps Tools:

Version Control: Git, GitHub.
CI/CD Pipelines: Jenkins, CircleCI, or other relevant tools.
Monitoring Tools: New Relic, Datadog, or other relevant tools.

📝 Enhancement Note: Sprinklr's technology stack emphasizes CCaaS solutions, enterprise software support, and cloud-based architecture, with a focus on modern programming languages, databases, and infrastructure tools.

👥 Team Culture & Values

Web Development Values:

Customer-Centric: Sprinklr prioritizes customer satisfaction and ensures that every decision is made with the customer in mind.
Innovation: Sprinklr fosters a culture of innovation, encouraging employees to think creatively and challenge the status quo.
Collaboration: Sprinklr values teamwork and cross-functional collaboration, with a focus on collective success and shared goals.
Continuous Learning: Sprinklr emphasizes continuous learning and skill development, providing opportunities for employees to grow both personally and professionally.

Collaboration Style:

Cross-Functional Integration: Sprinklr encourages collaboration between technical support, development, QA, and product teams to ensure customer satisfaction and platform excellence.
Code Review Culture: Sprinklr follows Agile methodologies, with a focus on code review, testing, and quality assurance practices.
Knowledge Sharing: Sprinklr fosters a culture of knowledge sharing, with regular team meetings, training sessions, and mentorship opportunities.

📝 Enhancement Note: Sprinklr's web development values emphasize customer-centricity, innovation, collaboration, and continuous learning, providing a supportive and engaging environment for technical support professionals to thrive.

⚡️ Challenges & Growth Opportunities

Technical Challenges:

CCaaS Solution Expertise: Develop a deep understanding of Sprinklr's CCaaS platform, its features, and best practices for troubleshooting and resolution.
Platform Gaps & Improvements: Identify platform gaps and potential areas for improvement, driving product enhancement and innovation.
Customer-Centric Troubleshooting: Hone your ability to resolve customer issues efficiently and effectively, balancing technical expertise with customer-centric communication.
Emerging Technologies: Stay up-to-date with emerging CCaaS solutions and enterprise software support trends, adapting your skills and knowledge to meet evolving customer needs.

Learning & Development Opportunities:

Technical Skill Development: Enhance your technical skills in CCaaS solutions, enterprise software support, and relevant programming languages, databases, and infrastructure tools.
Conference Attendance & Certification: Attend industry conferences, obtain relevant certifications, and engage with professional communities to expand your knowledge and network.
Mentorship & Leadership Development: Seek mentorship opportunities, participate in leadership development programs, and contribute to team growth and success.

📝 Enhancement Note: Sprinklr offers numerous technical challenges and growth opportunities for technical support professionals, with a strong emphasis on CCaaS solutions, enterprise software support, and customer-centric troubleshooting.

💡 Interview Preparation

Technical Questions:

CCaaS Solution Expertise: Demonstrate your understanding of CCaaS solutions, with a focus on Sprinklr's platform, features, and best practices for troubleshooting and resolution.
Platform Gaps & Improvements: Explain how you've identified platform gaps and driven product enhancement and innovation in previous roles.
Customer-Centric Troubleshooting: Share examples of how you've resolved customer issues efficiently and effectively, balancing technical expertise with customer-centric communication.
Emerging Technologies: Discuss your familiarity with emerging CCaaS solutions and enterprise software support trends, and how you've adapted your skills and knowledge to meet evolving customer needs.

Company & Culture Questions:

Customer-Centric Mindset: Explain how you've demonstrated a customer-centric mindset in previous roles, and how you would apply this approach at Sprinklr.
Innovation & Problem-Solving: Describe a time when you've approached a challenging technical issue with creativity and innovation, driving a successful resolution.
Collaboration & Teamwork: Share an example of how you've collaborated effectively with cross-functional teams to resolve complex issues and achieve shared goals.

Portfolio Presentation Strategy:

Customer-Centric Focus: Highlight your customer-centric approach to technical support and troubleshooting, with specific examples of how you've resolved customer issues efficiently and effectively.
Platform Gaps & Improvements: Showcase your ability to identify platform gaps and drive product enhancement and innovation, with concrete examples and data-driven insights.
Technical Expertise: Demonstrate your technical expertise in CCaaS solutions, enterprise software support, and relevant programming languages, databases, and infrastructure tools.

📝 Enhancement Note: Sprinklr's interview process focuses on assessing your technical skills, problem-solving abilities, and customer-centric mindset, with a strong emphasis on CCaaS solutions, enterprise software support, and customer-centric scenarios.

📌 Application Steps

To apply for this Senior Technical Support Engineer - CCaaS position at Sprinklr:

Tailor Your Resume: Customize your resume to highlight your relevant technical support and troubleshooting experience, CCaaS solution expertise, and customer-centric mindset.
Prepare Your Portfolio: Showcase your technical support and troubleshooting skills, with a focus on CCaaS solutions and enterprise software support, including specific examples of customer issues you've resolved, platform gaps you've identified, and process improvements you've implemented.
Research Sprinklr: Familiarize yourself with Sprinklr's CCaaS platform, its features, and the company's culture, values, and mission.
Practice Troubleshooting Scenarios: Brush up on your CCaaS solution knowledge, focusing on Sprinklr's platform, and prepare for hands-on troubleshooting exercises and problem-solving scenarios.
Prepare for Behavioral Interview: Reflect on your customer-centric mindset, teamwork, and cultural fit, and be ready to discuss your approach to technical support and troubleshooting in a dynamic and collaborative environment.

📝 Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Technical Support Engineer - CCaaS