Sprinklr is hiring a

Product Support Engineer - Triage

Healy, United States

Who We Are 

Sprinklr is 1,200 employees strong, valued at $1.8 billion, and one of the fastest growing companies in the history of enterprise software.

In the age of the empowered and connected customer, we know that every experience a customer has with a brand matters...a lot.

That’s why -- from the very beginning -- Sprinklr set out to build a powerful, agnostic, and first-of-its-kind “social operating system” that integrates with an organization’s existing tech infrastructure and allows employees across the front office to collaborate more effectively and deliver superior customer experiences across every social channel.

Today, we’re revolutionizing customer engagement in 75+ countries for more than 1000 of the most recognized brands, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, Uber, and more than 50% of the Fortune 50.

We’ve spent the last six years building the world’s most complete enterprise social technology. Now we’re leveraging that market-leading position to help the biggest brands on the planet take on one of the largest opportunities ever in enterprise software: unifying the front office.

And we’re bringing the very best talent in the world together to get there.

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
  • Ability to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a team
  • Both attention to detail as well as the ability to see the high level view
  • Positive, proactive and can-do attitude
  • Fluency in social media platforms

What You'll Do

The Product Support Engineer in Triage is responsible for providing high-quality communication and support for the Sprinklr platform and/or Sprinklr products. This person will handle incoming issues following Support processes. This person will also work on other tasks, customer tickets, analysis and projects.

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
  • 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
  • Develop and maintain knowledge of the Sprinklr products

Who You Are & What Makes You Qualified

  • Minimum of 1 year of experience in a client-facing role supporting software products
  • Understanding of Enterprise Support and SLAs
  • Familiarity with ticketing software
  • Confident, professional and courteous communication with customers

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