Application Support Engineering Manager at BloomReach
Bangalore, IN / Karnataka, IN

BloomReach is a Silicon Valley firm that brings businesses the first open and intelligent Digital Experience Platform (DXP). We drive customer experience to accelerate the path to conversion, increase revenue, and generate customer loyalty. In 2016, BloomReach acquired the Amsterdam based content management software company Hippo.With applications for content management, site search, page management, SEO and role-based analytics, BloomReach is a central location for all players who manage customer experience. Our Web Relevance Engine (WRE) algorithmically understands content and users, matching demand and intent data from across the web. BloomReach's portfolio of customers includes: Neiman Marcus, Staples, REI, Mailchimp and Air Miles. Created in 2009, BloomReach is headquartered in Mountain View, CA with offices worldwide and is backed by investment firms Bain Capital Ventures, Battery Ventures, NEA, Salesforce Ventures and Lightspeed Ventures.

The mission of the global Support organisation is giving our customers quick, accurate, and awesome support so they can focus on doing what they do best.You will contribute to the team’s mission of making customers successful and enabling them to realize the value of BloomReach product(s). Your effort will help drive global response SLA and  resolution SLA. Additionally your continued effort should lead to greater product adoption, customer renewal and cross-selling. You will work with the Head of Support to ensure smooth delivery of support, handover, customer management across all three Geographies ,U.S.India,EMEA. On a continuous basis, you should be able to measure customer sentiment and take action to enhance customer experience. As a people leader you will be responsible for leading a small team of smart engineers to support BloomReach’s Digital Experience Platform .You should be able to lead by example leverage the strength of the team and help identify areas of improvement. On an ongoing basis keeps pulse on the team and customer and takes decisive/corrective action expeditiously.

You will be a hands on manager and will be reviewing incoming customer issues and will triage, prioritise and ensure SLA compliance. In the event of escalation from customer or support team, you will work with proactively with internal team to bring issues to closure promptly.

What you will do : 

  • Developing and leading a high performing technical support team based out of Bangalore and managing day to day support operation
  • Responsible for tracking and supporting performance metrics and Key Performance Indicators KPIs) as outlined by BloomReach support organisation
  • Partnering with Engineering to drive supportability and operationalisation of BloomReach Digital Experience Platform and increase customer retention and satisfaction
  • Partnering with delivery services teams to ensure smooth transition of accounts, and promote implementation and operationalisation best practices
  • Ensures timely capture, review, reporting, and responses to reported product deficiencies, escalations, and top technical issues impacting product performance
  • Determines and provides guidance on how to use resources for issue resolution and customer expectation setting
  • Works cross-functionally with all departments to promote the success of a world-class customer services and support organisation.

What you will need 

  • Relevant Experience of 10 - 14 years with minimum of 4 to 7 years leading a technical support team
  • Experience of managing in a highly intensive and time-sensitive geographically dispersed product support organisation
  • Experience with complex system performance data analysis, system troubleshooting and applied technical problem solving skills to effectively manage operations.
  • Proven experience managing escalated accounts and driving incident, problem, and escalation management to successful resolutions
  • Proven ability to manage ambiguity and a preparedness to take on what is necessary to get things done
  • Demonstrate considerable understanding of enterprise software implementations and SaaS and/or managed technologies
  • Extensive knowledge of core Java and common Java libraries and frameworks
  • Experience working with Java and/or Web Application Developer , RESTful Web Service APIs and JSON
  • 5+ years experience working on SaaS platform
  • Strong familiarity with standard development tooling like Maven, Git, CI and comprehension of front-end concepts: HTML, CSS and JavaScript
  • Demonstrate considerable understanding of enterprise software implementations and SaaS and/or managed technologies
  • Has exposure to at least one of the Java Content Management tools like Adobe Experience Manager, OpenText Team site, IBM Websphere, Documentum etc.
  • Experience with SalesForce Service Cloud or other case management system

If this is who you are , we would love to talk to you for the role