"Alerted.org

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

+ Local support of the Sprinklr NYC office and Global support of all Sprinklr users

+ Leading a team of IT support members and tracking & documenting of all support service desk activities and managing the overall day-to-day IT Helpdesk function

+ Act as an escalation point for unresolved issues, ensuring open, outstanding, and overdue tickets are routed and resolved efficiently

+ Supervise interaction with specialized external customers and key vendors, including managing escalations and service delivery expectations

+ Provide AV and event support for company townhalls and executive-level meetings, including setup, monitoring, and ensuring smooth running of live events (onsite and virtual)

+ Review and report IT Helpdesk ticketing system metrics to IT leadership, suggesting necessary changes or modifications for resource or process improvement and optimization

+ Act as subject matter expert supporting primarily macOS, Windows, and all common office software and applications such as Microsoft, Adobe and cloud SaaS products.

+ Perform laptop setup and inductions for users, hardware troubleshooting and repair.

+ Deliver IT onboarding sessions and tailored training for end users and executives

+ General office IT support such as conference room, telephone and Printer setups etc.

+ Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users

+ Communicate and document troubleshooting techniques and best practices for the global IT support team

+ Perform endpoint management deployment and anti-virus security

+ Assist with management reporting on IT assets and lifecycle tracking

+ Participate in the development and delivery of training programs when necessary.

+ Work with IT leadership to constantly monitor and improve delivery of IT systems and support

+ Network hardware setup and maintenance.

+ Manage and provide support for new office openings/moves

About You

+ 5+ years experience within IT or Bachelor's degree in information technology, computer science, or a related field (Master's degree preferred)

+ Self-motivation and the ability to work with minimum supervision

+ Strong written and verbal communication skills and meticulous attention to detail

+ Experience working with high-level executives

+ Strong understanding of Microsoft 365 and licensing model

+ Experience with Jamf Pro, Intune and enterprise Mac & Windows management concepts

+ Experience working with IT Service Management and Asset Management tools

+ Working knowledge of ITIL practices, with hands-on experience in problem management, change management, and service improvement initiatives

+ Professional knowledge of using Microsoft Azure directory and security center.

+ Professional knowledge of corporate wifi set up and security, firewall set up and configuration and switch set up and configuration. (Cisco Meraki desirable)

+ Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products

+ Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to user requests

+ Work both independently and as part of a team with professionals at all levels

+ Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment

+ Ability to prioritize tasks and work on multiple assignments.

Essential technologies:

+ Email security / monitoring

+ Conferencing / collaboration technologies such as Teams, SharePoint, and OneDrive

+ Cisco Meraki

+ VOIP Technologies

_Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based._

**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 (https://sprinklrbenefits.com/) .

To learn more about all-things-Sprinklr, visit our candidate resource hub here (https://www.sprinklr.com/candidate-page/) .

**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.

JOB REQ COMPENSATION RANGE

$91,000 - $121,000 - $151,000

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, and skills of our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.

**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 (https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-other-job-platforms) 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.

We’re excited that you’re interested in joining Sprinklr!

Please check back frequently to follow up on the progress of your application and continue to update your contact information as appropriate.

Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values.

Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 employment opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

See Sprinklr's EEO Policy and Equal Employment Opportunity is the Law notice.

Sprinklr is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you have a disability or special need that requires accommodations, please let us know by filling out this form (https://forms.office.com/r/hzDnhjYCJf) .