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.

This role will report to the Head of Global Support.

What you will do: 

  • Developing and leading a high performing 24x7 Level 1& 2 technical support team based out of India and managing day to day support operation
  • Responsible for tracking and supporting performance metrics and Key Performance Indicators KPIs) as outlined by Bloomreach support organisation
  • Partnering with Engineering to drive supportability and operationalisation of Bloomreach Digital Experience Platform and increase customer retention and satisfaction
  • Partnering with delivery services teams to ensure smooth transition of accounts, and promote implementation and operationalisation best practices
  • Ensures timely capture, review, reporting, and responses to reported product deficiencies, escalations, and top technical issues impacting product performance
  • Determines and provides guidance on how to use resources for issue resolution and customer expectation setting
  • Works cross-functionally with all departments to promote the success of a world-class customer services and support organisation.

What you will need: 

  • Relevant Experience of 10 - 14 years with minimum of 4 to 7 years leading a technical support team
  • Experience of managing in a highly intensive and time-sensitive geographically dispersed product support organisation
  • Experience with complex system performance data analysis, system troubleshooting and applied technical problem solving skills to effectively manage operations.
  • Proven experience managing escalated accounts and driving incident, problem, and escalation management to successful resolutions
  • Proven ability to manage ambiguity and a preparedness to take on what is necessary to get things done
  • Demonstrate considerable understanding of enterprise software implementations and SaaS and/or managed technologies
  • Extensive knowledge of core Java and common Java libraries and frameworks
  • Experience working with Java and/or Web Application Developer , RESTful Web Service APIs and JSON
  • 5+ years experience working on SaaS platform
  • Strong familiarity with standard development tooling like Maven, Git, CI and comprehension of front-end concepts: HTML, CSS and JavaScript
  • Demonstrate considerable understanding of enterprise software implementations and SaaS and/or managed technologies
  • Has exposure to at least one of the Java Content Management tools like Adobe Experience Manager, OpenText Team site, IBM Websphere, Documentum etc.
  • Experience with SalesForce Service Cloud or other case management system

If this is who you are, we would love to talk to you for the role! 

Regional benefits:

  • Annual Medical Insurance Coverage for yourself and your dependents
  • Annual Master Health Check-Up by up to 4000 INR per month
  • Statutory Retiral Benefits (Provident Fund Gratuity)


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 5 values 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 organize company events (summits) twice a year to experience the global spirit of the company and get excited about what's ahead.
    • We have a friendly atmosphere and motivated colleagues who love what they do.
    • The Bloomreach Glassdoor page elaborates on our stellar 4.55/5 rating.
  • Personal Development:
    • We have a People Development Program -- participating in weekly personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
    • 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.)
    • Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.
  • Well-being:
    • The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.
    • 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.
  • Compensation:
    • 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 celebrate work anniversaries -- Bloomversaries!

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.

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