Product Support Specialist

Mountain View, CA, United States

**Product Support Specialist**

at Bloomreach Mountain View, CA, United States Bloomreach software enables highly personalized digital experiences for enterprises around the world. Bloomreach Experience (BRX) is the world's first Digital Experience Platform specifically designed for retailers, brands, distributors and manufacturers. It combines a next generation Content Management System (CMS), a set of digital merchandising tools, a powerful semantic search engine and a state of art recommendation system. BRX stimulates customer engagement and loyalty, as well as it boosts conversion and increases revenue. Further, BRX balances machine learning with tools that keep human creativity at the helm of digital experience.

Recognized by leading analyst firms, Bloomreach is a Visionary in the Gartner Magic Quadrant for Web Content Management (WCM), a Strong Performer in the Forrester Wave for WCM, and a Visionary in the Gartner Magic Quadrant for DXP.

With a global network of certified partners, Bloomreach serves hundreds of large and medium enterprise customers such as Neiman Marcus, Staples, REI, Mailchimp, FC Bayern Mnchen, and the UKs NHS Digital. Founded in 2009, Bloomreach is headquartered in Silicon Valley and Amsterdam, with offices worldwide.

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Bloomreach is seeking a **Product Support Specialist** for the Bloomreach Search and Merchandising product. Bloomreach Discovery is one part of the Bloomreach Experience platform which offers a set of algorithms and advanced merchandising tools to enable businesses to optimize each visitors search, browse, and landing page experiences.

You will be an integral part of the globally operating support team which owns product issue resolution for customers and partners. The Bloomreach Discover product presents unique implementation challenges. Whether its 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 most. Our 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.

**Responsibilities:**

* Be a product expert of the technical problem solving/problem avoidance team

* Provide strategic technical support to select enterprise customers and assure the highest level of customer satisfaction

* Possesses strong business acumen and possesses customer first attitude by recognizing customer specific needs and making recommendations

* Analyze trends and pattern in case and customer feedback on an ongoing basis to address customer pain points proactively

* Prepares and conducts bi-weekly meeting and takes corrective actions on action items

* Collaborates with engineering and product team to drive issue resolution

* Continuously feels the pulse of the customer and takes proactive steps to avoid escalations

* Navigates awkward situations with ease

* Collaborates with Bloomreach Digital Experience Manager to craft a winning strategies

* Be accountable for maintaining response and resolution SLA and maintaining high CSAT

* Perform root cause analysis of issues and help customers to get the most out of the Bloomreach Discovery software

* Communicate complex technical issues via email and in person with ease

* Taking ownership of customer issues reported and seeing problems through to resolution

**Qualifications:**

* Bachelors Degree in Information Systems/Computer Science

* 6+ years of relevant experience in advanced technical support positions (Web based products or e-commerce preferred)

* Extensive knowledge of core Java, common Java libraries and frameworks and RESTful Web Services API. regex

* 3+ years experience working with integration patterns and frameworks (Apache Camel, Spring Integration)

* Has prior experience working in a fast paced SaaS environment; eCommerce domain preferred

* Strong customer focus and ability to understand and communicate complex technical systems

* Team player with a can-do mentality and strong communication skills

#LI-WG1

**More things you'll like about Bloomreach:**

**Culture:**

* A great deal of freedom and trust. At Bloomreach we dont 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 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 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 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 members 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.*

** #LI-Remote**

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Bloomreachs Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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