Associate Software Engineer (Content Support)

India
Permanent
Full-time

1 month ago

Bloomreach is building the world's premier agentic platform for personalization.We're revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey.

We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
We're making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise - available on demand, at every touchpoint in their journey.
We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.

And we're building all of that on the intelligence of a single AI engine - Loomi AI - so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.What challenge awaits you?We are seeking a L1 support engineer for the Bloomreach content support team! We are building a dedicated team for the Content Paas module of the Bloomreach Experience (BRX), a product that has 150+ customers worldwide.Become a part of our Support Team, and work out of our About Bloomreach ContentBloomreach Content is a headless and headful enterprise CMS used by some of the world's largest organizations. It's highly customizable and designed to empower teams to build custom workflows and drive content at scale across multiple channels.What will you do (Roles & Responsibilities)Incident Management & Customer Support

Act as Primary contact for customer reported issues work through Zendesk ticketing system
Perform initial triage and ensure FR is met and are meaningful

Monitoring

Continuously monitor system health dashboards, alerts, and logs (Humio,Cloudflare etc)
Acknowledge and act on P1/P2 alerts and Pagerduty page

Shift pattern ( Follow the sun model)

Operate in rotational shifts, including Night shift to cover during NA hours , EMEA hours and weekend on call support
Ensure proper handover between shifts with clear documentation of pending issues and key updates.
Maintain availability and responsiveness within defined shift hours.

Communication and coordination

Maintain clear, concise, and professional communication with customers and internal teams (BRC/Infra/PS/Eng teams)

Professional experience

knowledge of core Java coding (read & Write the code) and common Java libraries
Able to do in depth problem solving , reading and understanding the Code and matching the scenario and come up with the appropriate troubleshooting steps and suggest workaround / resolution
Have exposure to at least one of the Java Content Management tools like Adobe Experience Manager, OpenText Team site, IBM Websphere, Documentum, etc.( nice to have)

Understanding of tools like Cloudflare, Datadog, Dynatrace, or native CMS performance dashboards.
Exp in Java framework like Spring
Front end Technologies ( Angular / React)

Nice to have

You are familiar with service-oriented architecture, cloud technologies, and Docker ( Container technologies)

Role and Responsibilities:

Escalate unresolved issues to L2/L3 teams with clear documentation and logs.
Participate in rotational 24x7 on-call support, including NA shifts /EMEA Shift)
Monitor system health and alerts using relevant monitoring tools.
Maintain detailed record of issues, troubleshooting steps , summary and resolution in Zendesk ticketing system.
Provide fix or suggest workarounds for customer's custom code or a Bloomreach experience platform product defect and follow the Bug /FE process
Provide, Work closely with Support, Infra, and Technical Consultant teams in Amsterdam and the US to serve our global customer base
Experience with ticketing tools like Jira, Zendesk, etc.

Qualification

Relevant experience of 3-5 years in technical support positions in service industry / Retail

What is required for success in this role?Success in this role comes from a customer-first mindset, a passion for solving real problems,Tech Stack & Tools

Primary Tools: Zendesk, JIRA, Glean, Loops Copilot

Bloomreach Content Tech Stack:

Languages: Java, TypeScript/Angular, ExtJS, AngularJS
Frameworks: Spring, Apache Wicket, JUnit, Maven
Databases: Apache Jackrabbit, MySQL
Automation: Jenkins, GitLab, Cucumber, Selenium, Playwright
Cloud/Infra: AWS, Kubernetes, Docker
Monitoring: Humio, Honeycomb

More things you'll like about Bloomreach:Culture:A great deal of freedom and trust. At Bloomreach we don't clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one.We have defined our and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.We believe in flexible working hours to accommodate your working style.We work virtual-first with several Bloomreach Hubs available across three continents.We organize company events to experience the global spirit of the company and get excited about what's ahead.We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.The elaborates on our stellar 4.4/5 rating. The Culture score is even higher at 4.9/5Personal Development:We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.Our resident communication coach is available to help navigate work-related communications & decision-making challenges.*Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*Well-being:The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*Subscription to Calm - sleep and meditation app.*We organize 'DisConnect' days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.We facilitate sports, yoga, and meditation opportunities for each other.Extended parental leave up to 26 calendar weeks for Primary Caregivers.*Compensation:Restricted Stock Units or Stock Options are granted depending on a team member's role, seniority, and location.*Everyone gets to participate in the company's success through the company performance bonus.*We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.We reward & celebrate work anniversaries -- Bloomversaries!*(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)Excited? Join us and transform the future of commerce experiences!If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.#LI-Remote

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