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Product Support Engineer

Company: Sprinklr
Location: Austin
Posted on: January 14, 2019

Job Description:

Sprinklr is 1,500 employees strong, valued at $1.8 billion, and positioned at the forefront of the customer experience management industry. At a time when consumers are connected and empowered like never before, Sprinklr is helping the world's largest brands provide amazing experiences at every turn. Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together - across marketing, advertising, research, commerce, and customer care - to manage customer experience at scale. Sprinklr works with more than 1,000 of the most recognized brands around the world, including Nike, JPMorgan Chase, Verizon, McDonald's, Microsoft, P&G, and more than 50% of the Fortune 50. Tier 1 customer triage and support experience, supporting web and mobile based software platforms and experience working with large enterprises based out of North/South America and Europe. Meet our Product Support Team The most important criteria for joining our Product Support team are: Passion for solving client challenges and commitment to client delight Excellent written and verbal communication skills - Spanish and English Exceptional troubleshooting skills, and a passion for problem solving and investigation Ability to multi-task and prioritize in fast-paced and highly collaborative environment both independently and as a member of a team Fluency in social media channels What You'll Do The Product Support Engineer is primarily responsible for providing prompt high-quality communication and support for the Sprinklr platform and products. This person will handle incoming issues following Support processes. This person will also work on other projects and documentation as required. Product Support Engineers deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users. Support engineers will be required to be on-call on a regular basis throughout the year. What Are Your Responsibilities Perform initial triage of all support tickets submitted to the Product Support help desk, providing courteous responses, ensuring accuracy of ticket data and performing assignment of tickets to the appropriate group for resolution Independently identify and escalate urgent issues, track and report on trends Handle service interruptions and known issues, keeping customers up to date at all times on incident progress, including coordinating response, escalation, tracking and analysis of incidents Duplicating and troubleshooting product and technical issues faced by clients, working towards a speedy resolution. Taking ownership of customer tickets and provide resolution within SLAs Responsible for tasks including customer items as well as internal housekeeping, documentation and analysis Actively contribute to ongoing process improvement, problem resolution and workflow improvements Who You Are & What Makes You Qualified Fluency in English and Spanish and Portuguese Work in an on-call rotation Knowledge of SQL databases. Experience with Linux operating system. Education level: Bachelor's degree in a technical field, Masters in Computer Science or equivalent work experience in a software/support and services environment. Minimum of 2 years experience in a client-facing role supporting software products Client-facing experience supporting software products Excellent written and verbal skills Strong analytical and problem-solving skills Ability to work in a highly collaborative and fast-paced environment Firm grasp of the web and social media Sprinklr has spent the last eight years building software for an "un-enterprise" world, and we're bringing the very best talent together to take us to the next level.

Keywords: Sprinklr, Austin , Product Support Engineer, Engineering , Austin, Texas

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