Support Platform Administrator

Sprinklr; India; Sur place; INR 1 200 000 - 2 000 000; Plein temps

Résumé du poste

Sprinklr is seeking a hands-on Support Platform Administrator to ensure stability, configuration, and ongoing enablement of our enterprise support platform. You will manage platform configuration, workflows, and access controls to support scalable operations.

You will build reporting dashboards, collaborate with engineering, and champion AI-driven automation and integrations to reduce manual effort and improve service delivery.

Qualifications

• Bachelor's degree in information technology, Computer Science, Business, or a related field.
• 4–7+ years of experience with ITSM or support platforms (e.g., ServiceNow, Zendesk, Sprinklr).
• Strong understanding of workflow configuration, RBAC, automation, and dashboards.
• Experience supporting enterprise-scale support or service operations.
• Familiarity with APIs, integrations, and SaaS platforms.

Responsabilités

• Manage users, roles, and permissions to ensure secure access across the platform.
• Configure and maintain queues, workflows, routing logic, and macros for standardized ticket handling.
• Perform day-to-day platform health checks and resolve configuration or workflow issues.

Connaissances

Workflow configuration

RBAC & permissions

Automation

Reporting & dashboards

APIs & integrations

Formation

Bachelor's degree in IT/CS/Business

Outils

ServiceNow

Zendesk

Sprinklr

Description du poste

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

As the Support Platform Administrator, you will play a key role in ensuring the stability, configuration, and ongoing enablement of the enterprise support platform. You will be responsible for managing platform configuration, supporting operational workflows, enabling reporting, and ensuring governance as the platform scales across teams, while leveraging AI and automation capabilities to enhance efficiency, reduce manual effort, and drive smarter support operations.

Key Responsibilities

• Manage users, roles, and permissions to ensure secure, compliant, and role-based access across the platform
• Configure and maintain queues, workflows, routing logic, and macros to enable efficient and standardized ticket handling
• Perform day-to-day platform health checks, monitor system performance, and proactively resolve configuration or workflow issues
• Support supervisors and operations teams with dashboards and reporting capabilities, ensuring accurate and consistent data availability
• Coordinate configuration changes, ensure proper documentation, and partner with engineering or vendors for enhancements or escalations
• Manage API integrations, webhooks, and certificates while monitoring integration health and troubleshooting connectivity issues
• Maintenance of our existing automation and alerting systems
• Identify opportunities to improve workflows, reduce manual effort, and enhance platform efficiency through configuration
• Leverage AI and automation capabilities (e.g., workflow automation, AI-driven routing, virtual agents, Copilot integrations) to improve support efficiency and reduce manual effort
• Identify repetitive support tasks and enable automation through workflows, APIs, or AI-driven solutions in collaboration with engineering
• Monitor adoption and effectiveness of AI and automation features, continuously refining configurations to improve accuracy and outcomes
• Investigate and resolve automation-related issues promptly to minimize downtime and ensure uninterrupted support services.
• Work closely with cross-functional teams including Support, Development, and Operations to identify automation opportunities, streamline workflows, and improve system performance.

Qualifications

• Bachelor's degree in information technology, Computer Science, Business, or a related field
• 4–7+ years of experience with ITSM or support platforms (e.g., ServiceNow, Zendesk, Sprinklr)
• Strong understanding of: Workflow configuration and routing logic, Role-based access control (RBAC) and permissions, Automation, Reporting and dashboard enablement
• Experience supporting enterprise-scale support or service operations
• Familiarity with APIs, integrations, and SaaS platforms
• Familiarity with database management systems including MongoDB and SQL Server.
• Strong problem-solving skills and attention to detail
• Excellent communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to stay updated with emerging technology trends and their applicability to productivity and collaboration.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.

We focus on our mission

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision