Sprinklr is hiring a

Product Support Engineer

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.

Customer support experience supporting web-based software platforms and experience working with large enterprises.

Meet our Global Technical Support Team!

 

The most important criteria for joining our Product Support team located in Singapore are:

  • Passion for solving client challenges and commitment to client delight
  • Excellent written and verbal communication skills in English and Chinese (Simplified)
  • 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 platforms

What You'll Do



The Product Support Engineer is responsible for providing high-quality product support for the Sprinklr platform and/or Sprinklr products. This person will also work on other projects and KCS 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 within SLA. 

Shift Timings - must be comfortable with shifts between 9am - 9pm, which can occur on weekends

What Are Your Responsibilities

  • Duplicating, triaging and troubleshooting product and technical issues faced by clients, working towards a speedy resolution.
  • Developing in-depth product expertise in order to provide solutions for product issues
  • Taking ownership of technical issues, understanding customer requirements and workflow, and working within escalation processes to resolve more advanced issues 

Who You Are & What Makes You Qualified

  • Strong knowledge of MySQL, Familiarity with MongoDB a plus
  • Experience with Linux operating system
  • Education level: Bachelor’s degree in a technical field, or equivalent work experience in a software/support and services environment.
  • Minimum of 3-5 years experience in a client-facing role supporting software products
  • Client-facing experience supporting software products
  • Excellent written and verbal skills
  • Strong analytical and problem-solving skills
  • Ability to work in a highly collaborative and fast-paced environment
  • Solid grasp of the web and social media

Why you'll love Sprinklr: We’re committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. We offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

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.