Bloomreach is the leader in digital and commerce experience™. Our flagship product, brX, is the only digital experience platform built specifically for brands, retailers and B2B companies who want to grow their revenue online while delivering each of their customers a premium, personalized experience. brX is the only platform that combines content and experience management with market-leading, AI-driven search, merchandising and personalization together in one efficient, modern platform.

Bloomreach serves over 250 companies globally including Neiman Marcus, Staples, NHS Digital, Bosch, Puma, and Marks & Spencer. A global network of certified partners includes Accenture Interactive, WPP,  and market-leading commerce platforms.

Bloomreach is seeking a Solution and Support Engineer for the Bloomreach Experience product. You would be an integral part of the globally operating support team, that owns product issue resolution for customers and partners. The Bloomreach Experience product, with an open architecture, presents a unique implementation challenge. Whether it’s used in combination with e-commerce software to sell goods or to power hundreds of governmental websites, these applications are mission-critical and our customers rely on us to support them when they need it the most. The team facilitates support issues through digital channels and online calls (premium support ). If you enjoy working with international customers, digging deeply into technical issues, and finding the right answers and solutions to a wide variety of questions, then we are looking for you!.

We are currently allowing flexibility for all our employees to work from home until it is deemed safe for us to return back to the office.

Responsibilities:

  • Responsible for monitoring and handling incoming customer/partner issues within the defined SLA
  • Provide, fix or suggest workarounds for customer’s custom code or a Bloomreach experience platform product defect
  • Manage technical and product issues and escalations, delivering the highest level of developer satisfaction
  • Gain expertise  in Bloomreach products and help product developers in providing effective technical consultation as needed
  • Perform root cause analysis of issues and help customers to get the most out of the Bloomreach Experience software
  • Work closely with Support, Infra, and Technical Consultant teams in Amsterdam and the US to serve our global customer base.
  • Engaging with cross-functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
  • Able to communicate complex technical issues via email and in-person

Requirements:

  • Bachelor’s Degree in Information Systems / Computer Science /B-Tech / MCA
  • Relevant experience of 3-5 years in advanced technical support positions (wWeb-based products or e-commerce preferred)
  • Extensive knowledge of core Java and common Java libraries and frameworks, and RESTful Web Services API
  • 3 years of experience with integration patterns and frameworks (Apache Camel, Spring Integration)
  • 3+ years of experience in creating smart code and familiarity with standard development tools like Maven, Git, CI
  • Strong customer focus and ability to understand and communicate complex technical systems.
  • Have exposure to at least one of the Java Content Management tools like Adobe Experience Manager, OpenText Team site, IBM Websphere, Documentum, etc.
  • Team player with a can-do mentality and strong communication skills
  • Able to communicate complex technical issues via email and in-person

If this is you, we would love to speak to you for the Solutions and Support Engineer role at Bloomreach!

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