Senior Technical Support Engineer - Enterprise SaaS

Unified-CXM Ireland Limited; Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

Sprinklr in Dublin, Ireland seeks an experienced enterprise software support engineer to respond to customer inquiries, troubleshoot issues, and ensure timely resolutions across the Sprinklr platform. You will dig into logs, reproduce problems, and collaborate with developers, QA, and product managers to improve the product.

The role emphasizes proactive problem solving, documentation, and maintaining high customer satisfaction while meeting SLAs; experience with web technologies and SaaS

Qualifications

• 2–4+ years of experience in enterprise software debugging, engineering & support operations.
• Excellent written and verbal communication skills.
• Strong technical background with advanced computer skills and problem solving.
• Experience coding or scripting in JavaScript, Python, Java or Node.
• Fluency in German, Spanish, French or Italian is advantageous.
• Understanding of data storage technologies such as MongoDB/MySQL and log tools.

Responsibilities

• Respond to customer inquiries and reported bugs via tickets to ensure continued access to the Sprinklr platform.
• Troubleshoot technical issues to provide timely and accurate resolutions.
• Identify platform gaps and investigate root causes using logs, debugging, and replication.
• Ensure quality resolutions to avoid escalations and reopens of tickets.
• Develop knowledge about specific products and stay up to date with releases.
• Collaborate with developers, QA engineers, and product managers to resolve issues.
• Escalate critical issues and coordinate with product/engineering for fixes.
• Create and maintain detailed knowledge base articles and guides.
• Perform testing and QA activities, including beta tests and regression tests.
• Analyze support processes and implement improvements to SLA adherence.

Skills

Communication skills

Technical background

JavaScript

Python

Java

Node

German

Spanish

French

Italian

MongoDB

MySQL

Job description

Sprinklr in Dublin, Ireland seeks an experienced enterprise software support engineer to respond to customer inquiries, troubleshoot issues, and ensure timely resolutions across the Sprinklr platform. You will dig into logs, reproduce problems, and collaborate with developers, QA, and product managers to improve the product.

The role emphasizes proactive problem solving, documentation, and maintaining high customer satisfaction while meeting SLAs; experience with web technologies and SaaS