Manager - Product Support

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr's unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

What will you do:

• As a Technical Support Manager, you will lead a team of Technical Support Engineers to Respond to customer inquiries/ reported bugs received via tickets to ensure their continued access & usage of the Sprinklr platform. The team will troubleshoot technical issues to provide timely & accurate resolution to the customer/any other stakeholder raised issues, bugs, concerns etc.
• You will lead the team to identify platform gaps/issues, while investigating and analyzing customer-reported issues to identify the root cause and provide effective solutions. This may involve debugging software, examining logs, or replicating problems in a controlled environment.
• Ensure quality resolution from the Technical Support Engineers to avoid escalations from customers and reopening of issue tickets. Managing the customer support department's day-to-day functions.
• Responding to & handling of escalated customer support issues. Assist Customers to seamless use our platform, while meeting all requirements and fulfilling expectations regarding the ticket resolution. Be at the forefront in case of customer escalation, if any, and do RCA, and ensure customer sentiment is maintained positively. Share learning with the team and take corrective actions as deemed necessary.
• Implementing customer support processes to enhance customer satisfaction. Formulating and revising customer support policies and promote their implementation as deemed necessary by the larger Support Organization
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support KPIs and preparing detailed reports on the findings – ensuring that KPIs are regularly shared with the team to keep them updated o their performance while apprising the senior management team on the performance KPIs
• Interviewing and hiring new Technical Support Engineers
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the processes according to company policy
• 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.
• Analyse support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations.
• Ensure that the SLAs, ticket resolution times are met on time, while multitasking on different tickets and coordinating with Account team/Customer/Engineering team

What makes you qualified?

• 3-5+ years of experience in managing enterprise teams for software debugging, engineering & support operations processes.
• Excellent written and verbal communication skills
• Strong technical background with advanced computer skills/ Strong analytical and problem-solving skills with experience preferably on APIs, Integrations, Whatsapp BOT, Live Chat, other Digital Channels- SMS etc. From a backend troubleshooting as well
• Ability to work independently and as a member of a team while leading & mentoring large teams
• Ability to work effectively to meet the SLAs and juggle several tickets/priorities simultaneously
• Passion for solving customer concerns and commitment to client delight
• A drive to dig into the details of a system or process to solve customer problems.
• Zeal to learn and constantly upgrade skills in a fast-changing work environment.
• Ability to think on your feet and remain calm under pressure.
• Self-motivated, takes initiative, assumes ownership.
• Ability to work in a highly collaborative and fast-paced environment.
• Strong teamwork - willingness and ability to get help from team members when required, and the good judgment to know when to seek help.
• Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms.
• Experience coding or scripting in one or more of JavaScript, Python, Java, Node.
• Understanding of data storage technologies/databases. Ex- MongoDB, MySQL, etc.
• Understand & excel in deciphering technical aspects like – Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world's leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region,

click here

.

To learn more about all-things-Sprinklr, visit our candidate resource hub

here

.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please

review

the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.