Hiring: Sr. Platinum Support Account Manager - CCaaS Company: Sprinklr Location: Colorado, United States Job Posted Time: 2026-09-13 18:01:44 Target Skills & Keywords : Elasticsearch, Grafana, Java, Kibana, MongoDB, Rust, SQL, TestNG About the job Required Skills: •Working on the •Platinum Support Team •, the Support Account Manager is the main technical support contact serving Sprinklr’s largest and most complex customers. We work with program managers and executive level decision makers at large enterprise brands to deliver excellent customer support experience. •Platinum Support Account Manager •also acts as an internal escalation point, collaborating with Sales, Customer Success, Engineering & Services to resolve issues. •also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and optimization while supporting line management and operational excellence. •Responsibilities •Serve as the technical voice of the customer and advocate for your clients’ needs when escalating product issues. •Closely monitor total time to resolve for your assigned customer support cases and always ensure adherence to SLAs. •Be an expert on the Client’s custom implementation and be able to resolve issues pertaining to their setup that doesn’t require engineering intervention. •Meet regularly with your customer contacts for case reviews. You’ll cover trends you see in support tickets, look for opportunities to reduce pain points in product use, and deliver updates on outstanding issues. •Work on databases (MongoDB, SQL, Elastic search) for campaign data analysis and troubleshooting. •Troubleshoot and resolve Java servlet exceptions, verify stack traces, and utilize logging tools (GrayLog, Kibana, Grafana) for monitoring and debugging. •Attend bridge calls for escalated issues and work directly with the customer and engineering for expedited resolution. •Plan and execute important events for customers in collaboration with Success/MS team. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!