Technical Support Engineer - Lead

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

• Act as a senior technical point of contact for escalated customer issues and ensure high-quality, timely resolutions.

• Troubleshoot complex technical problems, conduct deep-dive analysis, and resolve advanced product-related issues using tools such as Graylog, Kibana, Query Executor, and API Browser.

• Take ownership of critical and high-impact tickets to drive resolution while ensuring minimal customer disruption.

• Work closely with Engineering and Product teams to raise bugs, suggest improvements, and push for timely fixes.

• Mentor and support junior support engineers by reviewing tickets, sharing knowledge, and helping them grow in technical acumen and process understanding.

• Continuously identify gaps in platform capabilities and collaborate with Product Managers to advocate for enhancements.

• Build and maintain knowledge base articles, troubleshooting guides, and best practices documentation to enable internal teams and clients.

• Ensure adherence to SLAs, TATs, and client expectations across all support tickets you or your team handle.

• Proactively lead Root Cause Analysis (RCA) for major incidents and ensure preventive measures are implemented.

• Participate in cross-functional initiatives to improve customer experience, including support operations process improvements and tooling innovation.

• Act as a customer advocate in internal meetings, ensuring feedback is relayed to relevant teams.

• 5–8+ years of experience in Technical Support, preferably in SaaS or enterprise software environments.

• Excellent verbal and written communication skills with strong client-facing experience.

• Strong troubleshooting, analytical, and problem-solving skills.

• Proficiency in debugging tools and log analysis (Graylogs, Kibana, Curl, etc.).

• Working knowledge of databases such as MongoDB, MySQL, or other data storage systems.

• Experience working with APIs, scripting (JavaScript, Python, or similar), and web technologies.

• Solid understanding of CRM, social media, or digital marketing platforms is a plus.

• Prior experience in mentoring or leading small teams is highly desirable.

• Passionate about customer success with the ability to work independently and under pressure.

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

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.
 

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 LinkedIn Learning and more.
 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
 

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.