Investigation Engineer (L2)

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. We’re expanding our Investigation Engineering team and are looking for a new colleague to join as an Investigation Engineer (L2). You’ll work on complex customer issues, acting as the second line of support, digging into hard problems, and partnering closely with engineering. The salary starts at 2 500€ with stock options and other benefits included, working in one of our Central Europe offices (Bratislava, Brno, Prague) or from home on a full-time basis. Are you up for the challenge? Your mission - As an Investigation Engineer (L2), you: Act as the second line of support for Bloomreach products, taking over complex or unclear issues that L1 and other teams cannot resolve. Combine deep technical investigation with customer empathy: you look at logs, code, data, and configuration, and then translate your findings into clear explanations and next steps for internal and external stakeholders. Help keep our e‑commerce search, recommendations, analytics, and engagement experiences stable and trustworthy for some of the world’s largest brands. What you’ll do (Your Responsibilities): Own complex investigations (L2) Diagnose and investigate technical issues from the backend, data, and platform infrastructure perspective. Reproduce and debug problems using application logs, HTTP/network traces, and small scripts or code snippets. Test, troubleshoot, and debug the application code base and configuration where appropriate. Handle escalations from L1 and other teams Take ownership of tickets escalated from L1 when further investigation exceeds their available tooling or scope. Structure the investigation, narrow down hypotheses, and clearly document what was tried and what you found. Work closely with the Engineering and other technical teams. Incident, Problem and Change management Raise high quality Jira tickets for bugs, feature requests, or deep technical issues, following triage, priority, and SLA practices. Raise and help execute change requests for attribute changes, and code level changes in cooperation with engineering. Contribute to customer friendly RCAs: summarize what happened, why it happened, how it was fixed, and what the remediation plan is. Continuous knowledge sharing Share knowledge continuously through brown bag sessions for L1 and new hires on debugging techniques, platform features, and best practices. Conduct technical reviews for L1 colleagues to help them grow into more complex investigations. Knowledge base & documentation Keep debug/runbooks up to date by feeding back new patterns and solutions to the right owners. Help ensure that recurring issues become well documented, fast to resolve cases rather than “one off heroics”. What we expect from you: Must‑have skills & experience Problem solving & investigation Strong analytical and critical thinking skills; you enjoy untangling unclear issues or incomplete information. Ability to quickly recognize, triage, and structure technical issues, even when information is initially missing. Ability to investigate and troubleshoot issues related to cloud-based architecture and distributed systems. Technical fundamentals Understanding of programming basics (algorithms, conditions, loops) and experience with at least one programming language (e.g., Python, JavaScript, Go, etc.). Understanding of high‑level software architecture (frontend–backend–databases–APIs, microservices, queues, etc.). Broad understanding of internet technologies: HTTP, REST APIs, browser dev tools, network requests. Tooling & ecosystem Comfortable working on Linux and with the command line; basic Bash scripting. Experience with Git for version control. Exposure to SQL or NoSQL databases and the ability to run basic queries for investigation. Familiarity with monitoring/logging tools (e.g., Grafana, log aggregators) and how to use them during incidents. Collaboration & communication Ability to communicate clearly with both technical and non‑technical stakeholders (internally and with customers). Excellent English (advanced or native level), both written and spoken. Ability to stay organized while working on multiple investigations in parallel and to communicate status and next steps transparently. Nice to have Experience with public cloud platforms such as Google Cloud Platform or AWS. Experience with Kubernetes or Docker. Familiarity with ticketing systems (e.g., Jira) and structured escalation processes. Experience leading or contributing to major incident management as an Incident Commander or similar role. Experience drafting knowledge base articles, runbooks, or technical documentation for others. Background in e‑commerce, search and recommendations, or analytics is a plus. A glimpse into your day: A customer’s campaign imports suddenly start failing with a cryptic backend error. L1 can’t find anything obvious. You dive into logs, write a small Python or JavaScript script to simulate the request, identify the broken import definition in the database, clean it up, and coordinate with the owning dev team to fix the root cause. The client is unblocked and understands exactly what happened. A customer reports that personalization and search results are intermittently wrong for a key category, and business impact is high. You take the lead as Incident Commander: align Support, Engineering, and Product on a Zoom bridge, drive the technical deep dive using Grafana, logs, and configuration checks, decide when to roll back a change, and later help draft a clear RCA and remediation plan. Over a few weeks, you notice a pattern of similar API and pipeline issues during traffic spikes. You pull the cases together, analyze common traits, and work with engineering to confirm a Kafka or scaling pattern. Together, you propose improvements, add or refine alerts, and help make the platform more resilient. What you might like about this role Opportunity to learn and master modern technologies such as Google Cloud Platform, AWS, Kubernetes, BigQuery, and internal large scale search and recommendations infrastructure. Exposure to a wide range of problem domains: data analysis, backend integrations, API design, infrastructure, search relevance, and customer facing features. Close cooperation with top‑notch engineers and consultants, with a clear path towards roles such as Developer, Technical Consultant, SRE/Production Engineer, or Senior Investigation Engineer. The satisfaction of turning mysterious issues into clear stories and long‑term improvements for customers and product teams. If this sounds like you, we’d love to hear from you. #LI-KP1 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 4.4/5 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