Support Platform Administrator

Job description

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 : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.