Associate Software Engineer (Content Support)

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) Professional 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 ... (truncated, view full listing at source)