Sprinklr AI L2 Support Engineer

6 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Vlaunchu Full time 120,000 - 180,000 per year

Job Title: Sprinklr AI L2 Support Engineer
Location: Riyadh, Saudi Arabia
Experience Required: 5 to 7 Years
Employment Type: Full-Time
Industry: Consulting / Digital Transformation
Department: Technical Support / Customer Success

About the Role:

As a fast-growing consulting firm specializing in digital transformation and customer experience solutions, we are seeking a Sprinklr AI L2 Support Engineer to join our client-facing support team in Riyadh. This role demands hands-on expertise in Sprinklr's AI and automation tools, with a strong foundation in troubleshooting, configuration, and incident resolution. You will act as a bridge between our clients, technical teams, and the Sprinklr product suite, ensuring seamless platform performance and customer satisfaction.

Key Responsibilities:

Provide Level 2 support for Sprinklr AI modules, including Smart Insights, automation rules, sentiment models, and rule-based classification.

Troubleshoot technical issues escalated from L1 and ensure timely resolution within SLA.

Perform deep-dive analysis of data flows, integration logs, and system behavior to identify and rectify complex issues.

Collaborate with product and engineering teams to escalate platform bugs or enhancement requests.

Maintain system documentation, RCA reports, and technical runbooks.

Implement minor configurations, automation logic, and reporting changes based on client requests.

Train and mentor junior support analysts to ensure service consistency and knowledge sharing.

Skills & Competencies Required:

5–7 years of proven experience in Sprinklr platform support with a focus on AI functionalities.

Strong command of REST APIs, JSON, SQL, and understanding of data pipelines and AI workflows.

Proficient in using tools like Postman, API consoles, debugging logs, and incident tracking systems (ServiceNow, Jira, etc.).

Experience integrating Sprinklr with platforms like Salesforce, HubSpot, Oracle CX, or other CRMs.

Knowledge of sentiment analysis, rule-based automation, and classification frameworks.

Strong communication skills for interacting with cross-functional teams and enterprise clients.

Ability to work in a fast-paced, SLA-driven, and customer-centric environment.

ITIL Foundation certification (preferred).

Preferred Qualifications:

Sprinklr Certified Professional

Experience supporting enterprise clients in digital marketing or customer experience domains

Exposure to social media analytics and digital customer care strategies

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