Manager - Technical Support

Technical Support Manager

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.

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 and 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.

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.

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 on 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 process 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.

Analyze 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.