✅ Top Interview Questions & Sample Answers
For Sprinklr Technical Support Engineer Role
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| Sprinklr Technical Support Engineer Interview Questions & Answers 2025 |
⚙️ Technical Questions
1. What is a REST API and how would you troubleshoot a failed API request?
A REST API is a set of web services that use HTTP methods to access and manipulate resources. To troubleshoot a failed request:
- Check the response code (e.g., 401 Unauthorized, 404 Not Found, 500 Server Error).
- Validate the endpoint and parameters.
- Use tools like Postman or cURL to replicate the request.
- Examine server logs (e.g., Graylog, Kibana) to trace the issue.
- Check API rate limits and authentication tokens.
2. Explain how you would debug a customer issue with delayed ticket updates on the platform.
- Check user logs and backend error logs (Graylog, Runner Logs).
- Reproduce the issue in a test environment.
- Analyze API call behavior and latency.
- Collaborate with the engineering team if a performance issue is suspected.
- Communicate interim solutions and keep the customer updated.
3. How do you handle multiple tickets and prioritize them?
I use a priority matrix based on urgency and impact. For example:
- P1: System down – immediate attention.
- P2: Feature broken – work on resolution with updates.
- P3: General query – handle post-critical tickets.
I also ensure SLAs are met and update customers regularly.
4. Describe your experience with troubleshooting logs using Kibana or Graylog.
I use filters and queries to locate specific request IDs or timestamps. Kibana helps visualize request performance, while Graylog allows deep dives into error stack traces. I analyze logs to identify root causes, like null pointer exceptions or failed DB queries.
5. What is the difference between CCaaS and CPaaS?
- CCaaS (Contact Center as a Service): Cloud-based platforms offering customer support via voice, chat, email, etc. (e.g., Genesys, Avaya).
- CPaaS (Communication Platform as a Service): Provides APIs to integrate real-time communications (SMS, voice, video) into applications.
🧠Behavioral Questions
6. Tell me about a time you handled a high-priority escalation.
In my previous role, a key client’s chat support stopped working globally. I immediately acknowledged the ticket, looped in engineering, replicated the issue, and provided timely updates. The issue was resolved in 3 hours and the client appreciated the proactive communication.
7. How do you keep yourself updated with product changes?
I attend internal product webinars, read release notes, test new features in staging environments, and maintain personal notes for quick reference. This helps me provide accurate resolutions faster.
8. What would you do if a customer is frustrated or angry?
I stay calm, listen actively, and acknowledge their frustration. I assure them I'm here to help, provide a plan of action, and update regularly until resolved. Empathy and clear communication are key.
🧾 Frequently Asked Questions (FAQs)
🔹 1. Who can apply for this role at Sprinklr?
Candidates from 2022, 2023, 2024, and 2025 batches with a BE/BTech degree in Computer Science, IT, or related fields. Both freshers and those with up to 5 years of experience are eligible.
🔹 2. What is the expected salary for this role?
The salary is up to ₹10 LPA, depending on experience, skills, and interview performance.
🔹 3. Is prior experience in CCaaS or SaaS platforms mandatory?
It's not mandatory but highly preferred. Hands-on experience with platforms like Genesys, Avaya, or Salesforce can be a strong advantage.
🔹 4. What locations is this job offered in?
The role is currently open for Gurgaon and Bangalore offices.
🔹 5. What tools should I be familiar with before applying?
Familiarity with the following will help:
- Logs: Graylog, Kibana
- Scripting: Python, JavaScript, or Java
- APIs: REST APIs, Postman
- Database: MongoDB, MySQL
- CRM/SaaS Platforms: Salesforce, Zendesk, etc.
