Associate Software Engineer (Content Support)

📋 Description

• • Join Bloomreach Inc. as an Associate Software Engineer (Content Support) and become a vital part of our mission to build the world's premier agentic platform for personalization. You will play a crucial role in revolutionizing how businesses connect with their customers by deploying AI agents to personalize the entire customer journey.
• • This role is specifically for the Content PaaS module of the Bloomreach Experience (BRX), a product trusted by over 150 customers globally. Bloomreach Content is a sophisticated headless and headful enterprise CMS, empowering large organizations to build custom workflows and manage content at scale across multiple channels.
• • As an L1 Support Engineer, you will be the primary point of contact for customer-reported issues, meticulously working through the Zendesk ticketing system to ensure timely and effective resolution.
• • Your responsibilities will include performing initial triage of incoming issues, ensuring that Service Level Agreements (SLAs) are met and that all reported issues are meaningful and actionable.
• • You will be instrumental in maintaining system health by continuously monitoring dashboards, alerts, and logs from various tools such as Humio and Cloudflare, proactively identifying and addressing potential problems.
• • A key aspect of this role involves acknowledging and acting swiftly on P1/P2 alerts and PagerDuty pages to minimize any disruption to customer operations.
• • This position operates on a rotational shift model, requiring flexibility to cover different time zones, including night shifts, to provide support during North American (NA) and EMEA hours, as well as weekend on-call duties.
• • Ensuring a seamless transition between shifts is paramount. You will be responsible for maintaining clear documentation of pending issues and key updates to facilitate effective handovers.
• • Maintaining high availability and responsiveness within defined shift hours is critical to meeting customer expectations and ensuring continuous service delivery.
• • You will be the bridge between our customers and internal teams, maintaining clear, concise, and professional communication with both external clients and internal stakeholders, including the BRC, Infrastructure, Professional Services (PS), and Engineering teams.
• • A significant part of your role will involve in-depth problem-solving, requiring you to read, understand, and debug code to match scenarios and devise appropriate troubleshooting steps, workarounds, or resolutions.
• • You will be responsible for escalating unresolved issues to L2/L3 teams, providing comprehensive documentation, logs, and context to ensure a smooth transition and efficient resolution.
• • You will actively participate in the rotational 24x7 on-call support schedule, covering both NA and EMEA shifts as required.
• • Maintaining detailed records of all issues, troubleshooting steps, summaries, and resolutions within the Zendesk ticketing system is essential for tracking, analysis, and knowledge sharing.
• • You will provide fixes or suggest workarounds for customer-specific code or identified Bloomreach Experience Platform product defects, adhering to the established Bug/Feature Request (FE) process.
• • Collaborating closely with Support, Infrastructure, and Technical Consultant teams located in Amsterdam and the US is crucial for serving our global customer base effectively.
• • You will leverage your understanding of monitoring tools like Datadog, Dynatrace, or native CMS performance dashboards to ensure optimal system performance.
• • This role offers a unique opportunity to contribute to a cutting-edge personalization platform, working with a talented team dedicated to innovation and customer success.
• • You will gain hands-on experience with enterprise-level Content Management Systems and contribute to the continuous improvement of our support processes and tools.
• • Your ability to analyze system behavior, identify root causes of issues, and implement effective solutions will directly impact customer satisfaction and the overall reliability of the Bloomreach platform.
• • This position is ideal for an individual with a strong technical aptitude, a passion for problem-solving, and a commitment to delivering exceptional customer support in a dynamic, fast-paced environment.
• • You will be part of a company that values freedom, trust, and results, fostering a culture of continuous learning and professional growth.
• • Embrace the challenge of supporting a complex, AI-driven platform and contribute to shaping the future of personalized customer experiences across various industries.