Senior Technical Support Engineer — AI CX Expert

Sprinklr; Dublin; On-site; EUR 55,000 - 85,000; Full time

Job summary

Sprinklr is a leading enterprise software company providing AI-native Unified-CXM solutions. This role focuses on debugging, supporting, and improving the Sprinklr platform to deliver reliable customer experiences across channels.

Join a global team and collaborate with developers, QA engineers, and product managers to resolve complex issues, contribute to product improvements, and educate customers through detailed documentation.

Qualifications

• 2-4+ years of experience in enterprise software debugging, engineering & support operations processes.
• Excellent written and verbal communication skills.
• Strong technical background with advanced computer skills and problem-solving abilities.
• Ability to work independently and in a team to meet SLAs.

Responsibilities

• Respond to customer inquiries and reported bugs via tickets to ensure continued access to the Sprinklr platform.
• Troubleshoot technical issues to provide timely, accurate resolutions to customers and stakeholders.
• Identify platform gaps and investigate root causes, including logs and debugging in a controlled environment.
• Collaborate with developers, QA engineers, and product managers to resolve complex issues and provide feedback for improvements.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to assist customers and colleagues.
• Ensure SLAs and resolution times are met while coordinating with account, customer, and engineering teams.

Skills

Enterprise software debugging

Technical troubleshooting

Customer support processes

Cross-functional collaboration

Web technologies

Tools

MongoDB

MySQL

Graylogs

Kibana

API Browser

Job description

Sprinklr is a leading enterprise software company providing AI-native Unified-CXM solutions. This role focuses on debugging, supporting, and improving the Sprinklr platform to deliver reliable customer experiences across channels.

Join a global team and collaborate with developers, QA engineers, and product managers to resolve complex issues, contribute to product improvements, and educate customers through detailed documentation.