Associate Software Engineer (Content Support)

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)<