Technical Support Manager - Enterprise SaaS Leader

Sprinklr; Dublin; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time off

Mentoring program

Regional benefits information

Job summary

Sprinklr is seeking a Technical Support Manager to lead a team of engineers in delivering timely, high-quality support for our enterprise customers. You will drive troubleshooting, root-cause analysis, and process improvements to ensure customer satisfaction across all channels.

You will manage day-to-day operations, handle escalations, mentor staff, and contribute to knowledge base initiatives. This role requires hands-on technical acumen and strong communication in a fast-paced, global

Qualifications

• 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
• 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 (e.g., MongoDB, MySQL)

Responsibilities

• Lead a team of Technical Support Engineers (5-10) to respond to customer inquiries and reported bugs via tickets, to ensure continued access and usage of the Sprinklr platform.
• Troubleshoot technical issues to provide timely and accurate resolution to customers and stakeholders.
• Identify platform gaps and investigate root causes to provide effective solutions; may involve debugging and reproducing issues.
• Ensure quality resolutions to avoid escalations and manage day-to-day functions of the support department.
• Handle escalated customer support issues and assist customers to seamless use of the platform.
• Implement and revise customer support processes and policies as needed by the organization.
• Create and maintain detailed documentation (knowledge base, FAQs, troubleshooting guides).
• Analyze support processes and implement improvements to enhance customer experience and optimize operations.
• Ensure SLAs and ticket resolution times are met while coordinating with Account, Customer, and Engineering teams.

Skills

Leadership

Communication

Technical background

APIs & Integrations

SaaS platforms

JavaScript / Python / Java / Node

Databases

Tools

Graylogs

Kibana

API Browser

Query Executor

Job description

Sprinklr is seeking a Technical Support Manager to lead a team of engineers in delivering timely, high-quality support for our enterprise customers. You will drive troubleshooting, root-cause analysis, and process improvements to ensure customer satisfaction across all channels.

You will manage day-to-day operations, handle escalations, mentor staff, and contribute to knowledge base initiatives. This role requires hands-on technical acumen and strong communication in a fast-paced, global