Technical Support Manager

Sprinklr; Ireland; On-site; EUR 90,000 - 130,000; Full time

Job summary

Sprinklr is seeking a Technical Support Manager in Ireland to lead a team of 5-10 Technical Support Engineers. The role focuses on timely, accurate issue resolution, root-cause analysis, and maintaining high customer satisfaction across digital platforms.

You will drive process improvements, KPI reporting, and knowledge base creation while collaborating with Account, Customer, and Engineering teams to meet all SLAs.

Qualifications

• 3-5+ years of experience in managing enterprise teams for software debugging, engineering & support operations
• Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms
• Excellent written and verbal communication skills

Responsibilities

• Lead a team of Technical Support Engineers to respond to customer inquiries and bugs via tickets
• Identify platform gaps, investigate customer-reported issues, and provide root-cause analysis
• Ensure quality resolutions to avoid escalations and manage day-to-day support functions
• Handle escalated issues and perform RCA to maintain positive customer sentiment
• Implement and revise customer support processes and policies
• Inform team of new product information and trends
• Assess KPIs and report findings to management
• Hire, train, and evaluate Technical Support Engineers
• Create documentation like knowledge bases and troubleshooting guides
• Analyze support processes to improve customer experience and SLA adherence
• Coordinate with Account, Customer, and Engineering teams to meet SLAs

Skills

Team leadership

Customer empathy

Root cause analysis

Escalation management

KPI tracking

Tools

JavaScript

Python

Java

Node.js

Job description

• 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 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

Strong teamwork - willingness and ability to get help from team members when required, and the good judgment to know when to seek helpAbility to work in a highly collaborative and fast-paced environmentA drive to dig into the details of a system or process to solve customer problemsExperience coding or scripting in one or more of JavaScript, Python, Java, NodePassion for solving customer concerns and commitment to client delightSelf-motivated, takes initiative, assumes ownershipAbility to work independently and as a member of a team while leading & mentoring large teamsZeal to learn and constantly upgrade skills in a fast-changing work environmentAbility to think on your feet and remain calm under pressureUnderstand & excel in deciphering technical aspects like - Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner Logs3-5+ years of experience in managing enterprise teams for software debugging, engineering & support operations processesAbility to work effectively to meet the SLAs and juggle several tickets/priorities simultaneouslyExperience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platformsStrong 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 wellExcellent written and verbal communication skillsUnderstanding of data storage technologies/databases. Ex- MongoDB, MySQL, etc