Taking applicationsTechnical Support·Posted 8d ago
Sr. Platinum Support Account Manager ‑ CCaaS
SprinklrVerified company
United States - Colorado - Remote, United States - Texas - Remote
Pay
$35.5–$59.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
United States
Open to people in the United States
EnglishSenior level
About the role
This is a senior technical support account manager role at Sprinklr, serving as the main support contact and escalation point for large enterprise customers. It involves case reviews, SLA monitoring, troubleshooting with databases and logging tools, and coordinating with sales, success, and engineering; the listed locations are US remote only.
What you'll do
- Serve as the technical voice of the customer and advocate for client needs
- Monitor time to resolve support cases and ensure SLA adherence
- Resolve custom implementation issues without engineering intervention
- Meet customers for case reviews and identify pain points
- Troubleshoot databases, Java servlet exceptions, and logs
- Attend bridge calls for escalated issues
- Prepare reports on customer health and action plans
- Share product feature insights and plan release readiness
What you'll need
- 3+ years supporting software/services or account management
- 3+ years global enterprise social media strategy experience
- Experience with MongoDB, SQL, Elasticsearch
- Java and JavaScript troubleshooting ability
- Experience with GrayLog, Kibana, Grafana
- API development and third-party integrations experience
- Digital marketing and advertising knowledge
- Bachelor's degree or equivalent experience
Skills
Technical supportAccount managementMongoDB, SQL, ElasticsearchJava and JavaScript troubleshootingGrayLog, Kibana, GrafanaAPI integrationsDigital marketing/advertisingCustomer service
Benefits
Health insurancePaid time offPerformance bonus401k planParental leaveLife and disability insuranceEquity plan
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Applications close on 18 November.