Technical Support Manager — Lead AI-Driven Enterprise 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 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.