Bloomreach is the leader in commerce experience™. Our flagship product, Bloomreach Experience, is the only digital experience platform that utilizes the full spectrum of commerce data, from product to customer, alongside content management capabilities, and AI-driven search, merchandising, and personalization in one flexible, API-first platform. We serve over 700 global brands including Albertsons, Staples, Bosch, Puma, FC Bayern München, and Marks & Spencer, and power $200 billion in digital commerce experiences annually. 

Our mission for our team is to make careers at Bloomreach the most impactful professional experience of people’s lives. Bloomreach is committed to a diverse and inclusive workplace. At Bloomreach we have created a safe space and actively encourage Bloomreachers to bring their whole selves to work, embracing what makes each person in our company unique.

For more information, visit Bloomreach.com, follow us on Twitter @Bloomreach_tm, or on LinkedIn at http://www.linkedin.com/company/bloomreach.

Introduction

 

Become a Solution and Support Engineer for Bloomreach! Help us develop brand new knowledge and enable management programs. We offer you a competitive salary with stock options.Working in our Bloomreach HQ in Silicon Valley or from home on a full-time basis, you´ll become a part of the Global Support Team.

 

Things you'll like about the position:

 

  • In 30 days, you will have knowledge of product, processes, people 
  • In 90 days, you will work independently to handle all incoming issue
  • In 180 days, you will be independently managing customer issues
  • In 210 days, you will know the customer expectation and be an expert on the product

 

Responsibilities

 

Manage your work

  • Responsible for monitoring and handling incoming customer/partner issues within SLA
  • Provide fix or suggest workarounds for customer’s custom code or BloomReach Discovery platform product issues
  • Act as a Consultant to clients and elaborate the technical solution in business terms 
  • Manage technical and product issues and escalations, delivering the highest level of developer satisfaction
  • Become experienced in BloomReach products and helps product developers in customizing 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 India, Amsterdam and US to serve our global customer base
  • Able to communicate complex technical issues via email and in person 
  • Should be able to depict the end to end digital story to clients which includes Personalization, Merchandising, Multi-lingual, Multi-view, SEO (Organic), Analytics, Web Content Management, etc. which is a must for business growth
  • In-depth knowledge of eCommerce is a must
  • Your job and its purpose, raising awareness and guiding our company into embracing a change in behavioral style, moving from data push to knowledge pull, and sharing
  • Identify areas of improvement internally and externally; recommend optimization to customer

 

The ideal candidate has

 

  • Professional - experience in field and understanding of processes
  • Personal - motivation, communication and language skills

Professional experience

  • Bachelor’s Degree in Information Systems/Computer Science or related field
  • 5+ years of relevant experience in advanced technical support positions (Web based products or e-commerce preferred)
  • Has experience debugging code, analyzing logs and ability to write scripts in python or csh/bsh
  • Extensive knowledge of core Java, common Java libraries and frameworks and RESTful Web Services API. regex
  • Strong customer focus and ability to understand and communicate complex technical systems in writing
  • Team player with a can-do mentality and strong communication skills
  • Has experience to be on customer call and manage expectations

Personal

  • Be able express empathy while communicating with customers
  • Motivation and willingness to go above and beyond when required
  • Be able to collaborate with global team and work across timezone
  • Team-leading skills - from leading your team, through guiding it to presenting outputs you have created together
  • Great communication skills - from manager-like to networking ones
  • Independence and self-organization to navigate you through ambiguous situations

Regional benefits - US:

  • Health Care including medical, dental, and vision insurance
  • 401k Plan with employer contribution

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 4.5/5 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!

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 work remote-first with several Bloomreach Hubs available across three continents.
  • 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 4.5/5 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.
  • 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.

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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