Manager - Technical Support

Unified-CXM Ireland Limited; Dublin; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Sprinklr is seeking a Technical Support Manager to lead a 5-10 person team of Technical Support Engineers. You will respond to customer inquiries, diagnose bugs, and ensure timely, quality resolutions while maintaining customer satisfaction and meeting SLAs.

You will identify platform gaps, drive root-cause analysis, and mentor engineers. A strong technical background and experience with web technologies, APIs, and CRM/SaaS platforms are essential.

Qualifications

• 3-5+ years of experience in managing enterprise teams for software debugging, engineering & support operations.
• Excellent written and verbal communication skills.
• Strong technical background with advanced computer skills.
• Experience with APIs, Integrations, WhatsApp BOT, Live Chat and other digital channels.
• Experience coding or scripting in JavaScript, Python, Java, Node.
• Understanding of data storage technologies (MongoDB, MySQL) and logs tooling (Graylog, Kibana).
• Ability to lead, mentor and manage SLAs across large teams.

Responsibilities

• Lead a team of Technical Support Engineers (5-10) to resolve customer issues and bugs.
• Identify platform gaps and root causes to provide effective solutions.
• Ensure high quality resolutions to avoid escalations and reopenings.
• Oversee day-to-day operations of the support department.
• Manage escalated issues and ensure customer satisfaction and timely SLA adherence.
• Create and maintain knowledge base articles and troubleshooting guides.

Skills

Team management

Technical leadership

API experience

JavaScript

Python

Java

Node.js

Web technologies

SaaS platforms

CRM systems

Tools

MongoDB

MySQL

Graylog

Kibana

API Browser

Query Executor

Job description

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 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.

What will you do:

• As a Technical Support Manager, you will lead a team of Technical Support Engineers (5-10) 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 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 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.

Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.

We are focused 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.

To learn more about employee benefits by region, click here. To learn more about all-things-Sprinklr, visit our candidate resource hub here.

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 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.

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.