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 Content Bloomreach 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 Qualified 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 5 Personal 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