Product Solutions and Support Engineer
Provide customer-facing technical product support and teach users how to use Sprinklr platform functionalities. Duplicate and troubleshoot product and technical issues encountered by customers. Develop new product support processes, respond to customer needs and resolve technical issues. Serve as internal escalation point and work with Sales, Customer Success and Services teams to resolve issues. Lead internal reviews of team performance, capacity planning and account health. Periodic domestic travel to client sites may be required. Job eligible for telecommuting. Position requires a Bachelors degree, or the foreign equivalent, in Computer Science or a related field and two years of experience as a Product Support Engineer or related position. Position also requires: Two years of experience resolving support tickets and designing, testing and integrating technical solutions for enterprise software; Two years of experience implementing and adhering to Service Level Agreements for enterprise software; Two years of experience with L1 and L2 troubleshooting; Two years of experience with Python and JavaScript; Two years of experience with backend datastores, including SQL, MongoDB and ElasticSearch; Two years of experience with technical support tools, including JIRA, Kibana, Graylogs and BrowserStack. To apply, contact: Sriyesh Vipin, Sprinklr Inc., [email protected]. Please indicate job title on resume and in cover letter.
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