Technical Support Specialist

✨ What you’ll be working on

Bloomreach builds technology that helps businesses create more personalized digital experiences.

Its platform, powered by its AI engine Loomi, is used by more than 1,400 brands across industries including retail, finance, hospitality, and gaming.

The company is now looking for a Technical Support Specialist I to join its Global L1 Support team.

The Role

This is a customer-facing technical support role where you’ll help customers troubleshoot issues with the Loomi Platform.

You’ll be the first person customers turn to when something isn’t working as expected. That means investigating problems, keeping customers updated, explaining technical issues clearly, and making sure cases reach the right resolution.

It’s a good fit for someone who enjoys solving technical problems but also cares about the human side of customer support.

What You’ll Do

Help Customers Solve Technical Issues

• Take ownership of customer support tickets from start to resolution.
• Troubleshoot issues using a structured approach.
• Keep customers informed with clear and timely updates.
• Work toward L1 support KPIs and SLA targets.
• Keep tickets organized and properly documented.
• Create Knowledge Base articles to help customers and the wider support team.
• Participate in a 24/7 support and on-call rotation according to team guidelines.

Build Your Technical Skills

You’ll get hands-on exposure to:

• Loomi Platform features and systems.
• SaaS and cloud-based technologies.
• APIs and third-party integrations.
• SDK debugging.
• Web and mobile technologies.
• Search, databases, data feeds, and relevance.
• Marketing automation and campaign operations.
• Customer data platforms.
• Technical support operations and incident management.

You’ll also use AI-assisted tools to work more efficiently, while checking AI-generated information carefully before sharing it with customers.

Communicate With Customers

Technical knowledge is only part of the job.

You’ll also need to:

• Explain technical problems in simple language.
• Communicate clearly through written and verbal channels.
• Give customers realistic expectations and regular updates.
• Handle urgent or sensitive situations calmly.
• De-escalate frustrated customers with empathy and professionalism.
• Make sure ticket handovers contain the right context.

What Bloomreach Is Looking For

Required

• 1–3 years of experience in technical support, customer success, IT helpdesk, consultancy, marketing, CRM, campaigns, or a related field.
• Strong troubleshooting and problem-solving skills.
• Ability to explain technical issues to people without a technical background.
• Strong written and spoken English.
• Familiarity with SaaS platforms, web technologies, or cloud systems.
• Experience working with support tickets, SLAs, and performance metrics.
• Ability to manage several customer cases at the same time.
• A proactive attitude and willingness to keep learning.

Nice to Have

• Experience with marketing technology, eCommerce, or personalization platforms.
• Experience using AI-assisted tools at work.
• Previous experience working with a global or distributed support team.

What It’s Like to Work at Bloomreach

Bloomreach describes its culture as built around trust, freedom, and responsibility. The company works virtually first, with hubs across multiple continents, and offers flexible working hours.

Employees also have access to development programs, professional education support, coaching, wellness benefits, volunteering time, and company-wide events.

Some benefits include:

• Flexible working hours.
• Virtual-first work environment.
• Professional development opportunities.
• $1,500 annual professional education budget.
• Paid volunteering days.
• Employee assistance programs.
• Calm subscription.
• Quarterly DisConnect days.
• Sports, yoga, and meditation activities.
• Extended parental leave for primary caregivers.
• Performance bonus.
• Stock options or restricted stock units depending on role and location.
• Employee referral bonus of up to $3,000.

Who This Job Could Suit

This remote technical support job in India could be a strong match if you enjoy troubleshooting, working directly with customers, and learning how software works behind the scenes.

You don’t need to know everything on day one. Bloomreach is looking for someone who can investigate problems methodically, communicate well, take ownership of customer issues, and continue building their technical skills.

Note: This role includes 24/7 support responsibilities and participation in an on-call rotation.