Technical Support Specialist

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. The Role We're looking for a technically curious and customer-first Technical Support Specialist I to join our Global L1 Support team. This is a customer-facing role where you'll own the end-to-end resolution of customer issues on the Loomi Platform, ensuring every interaction is handled with speed, precision, and empathy. You'll be the customer's first point of contact and a vital link in our support ecosystem, turning complex technical problems into clear resolutions and customer frustration into confidence. If you thrive in fast-paced environments, enjoy diagnosing and troubleshooting issues, and genuinely care about the people you help, this role is built for you. What You'll Do Deliver Exceptional Support Own end-to-end support tickets on the Loomi Platform, using structured diagnostics to deliver rapid, clear resolutions that build customer confidence. Maintain proactive communication and ticket hygiene to ensure a seamless, empathetic support experience throughout the customer journey. Meet and consistently maintain L1 KPIs and SLA targets. Create Knowledge Base articles to enhance team resolution speed and consistency. This role requires providing 24x7 support and participating in the on-call rotation as per team guidelines. Build Deep Product & Technical Knowledge Develop a strong knowledge of Loomi Platform components, features, and systems. Use the standard support tool stack confidently and reliably in your daily workflow. Leverage strong AI fluency to increase workflow efficiency while verifying AI insights to ensure accurate customer and external communications. Communicate with Clarity & Empathy Handle all customer communications, written and verbal, with professionalism, empathy, and precision. Set accurate expectations, provide proactive progress updates, and de-escalate sensitive or high-urgency situations with confidence. Follow established communication standards, templates, and best practices to ensure consistent, high-quality customer experiences. Facilitate seamless ticket handovers, ensuring every team member has the full context. You will get exposure to Working with APIs and third-party integrations, diagnosing real-world connectivity and data flow issues across a diverse client base. Developing your skills in SDK debugging and web technologies across both web and mobile platforms. Building an understanding of search, data feeds, databases, and relevance in the context of live digital commerce environments. Getting familiar with marketing automation and campaign operations, from customer data platforms to multi-channel messaging. Growing into technical support operations and incident management, learning how to collaborate with cross-functional teams and drive timely resolutions. What We're Looking For Required 1-3 years of professional experience in technical support, customer success, IT helpdesk, consultancy, marketing, campaigns, CRM, or a closely related field. Demonstrated ability to troubleshoot technical issues methodically and communicate findings clearly to non-technical audiences. Fluency in English, with strong written and verbal communication skills. Familiarity with SaaS platforms, web technologies, or cloud-based systems. Comfortable with working in a ticketing environment with SLAs and performance metrics. A proactive working style with the ability to manage multiple open cases simultaneously. Openness to feedback and a genuine drive to grow technically and professionally. Nice to Have Experience supporting marketing technology, eCommerce, or personalization platforms. Exposure to AI-assisted workflows or tools in a professional context. Experience in a global or distributed support team operating across multiple regions. 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 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 Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page 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 Ivo Večeřa 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