Product Support Engineer

In the minute it takes you to read this job description Bluecore has launched over 100 000 individually personalized marketing campaigns for our retail ecommerce customers Job Title Product Support Engineer PSE Location RemoteAbout Us At Bluecore we are revolutionizing the digital marketing space As a Product Support Engineer PSE you will help our customers optimize their use of our platform by resolving technical issues setting up campaigns and ensuring they get the most value from the tools and features we offer Who You Are Pride yourself on a job well done You take ownership of the task at hand ensuring you deliver accurate and effective solutions every time Customer support is a team effort and you embrace feedback actively listening to customers and colleagues alike Collaborative and empathetic You put others first and commit to the right solution not just your own You enjoy collaborating with others learning from them and sharing your own knowledge in a way that benefits the team Disciplined curiosity When something s unclear you approach it head-on asking the right questions and seeking to expand your technical knowledge You re passionate about learning and improving always curious to explore new technologies and share your insights Customer-focused You understand the bigger picture of what matters to our customers and make sure to communicate clear solutions that address their needs Every interaction is intentional and designed to build confidence toward solving their challenges Proactive and adaptable You stay ahead of issues identifying patterns in client problems and work with internal teams to address them swiftly You re comfortable working in a 24x7 shift culture to ensure that client issues are addressed around the clock What You ll Do Client Support Troubleshooting Provide expert technical support for clients using Bluecore BigQuery Datadog and other tools Help them resolve issues optimize campaigns and maximize the platform s capabilities Campaign Management Assist clients in configuring optimizing and troubleshooting email SMS campaigns including segmentation automation and reporting Problem Resolution You ll quickly identify technical issues solve them and communicate the solution clearly to clients Whether it s a data issue or a platform error you ll ensure it s resolved efficiently Collaboration Knowledge Sharing Collaborate with Product Engineering and Technical Support teams to escalate and resolve complex issues Share patterns trends and learnings with your team to help improve the overall customer experience Continuous Learning Develop your technical skills through hands-on experience with our tools and contribute to our internal knowledge base Share insights and best practices with the team Qualifications 1 years in product support technical support or related roles preferably SaaS eCommerce or digital marketing environments Hands-on experience with tools like Bluecore BigQuery Datadog Looker or similar platforms Strong technical troubleshooting skills in a customer-facing role Excellent written and verbal communication skills with the ability to simplify complex technical issues for clients Customer-first attitude ensuring every interaction is aligned with the customer s needs and provides a clear path to resolution Bachelor s degree in Computer Science Engineering or a related field or equivalent experience Open to 24x7 shift work culture Why Join Us Work with cutting-edge tools and technologies in the eCommerce and digital marketing space Competitive salary and benefits Collaborative and innovative team culture where your contributions make a direct impact Growth opportunities for continued professional development and learning More About Us Bluecore is a that gives retailers a competitive advantage in a digital-first world Unlike systems built for mass marketing and a physical-first world Bluecore unifies shopper and product data in a single platform and using easy-to-deploy predictive models activates welcomed one-to-one experiences at the speed and scale of digital Through Bluecore s dynamic shopper and product matching brands can personalize 100 of communications delivered to consumers through their shopping experiences anywhere This comes to life in three core product lines a modern email service provider ESP SMS an onsite capture and personalization product a paid media productBluecore is credited with increasing lifetime value of shoppers and overall speed to marketing for more than 400 brands including Express Tommy Hilfiger The North Face Teleflora and Bass Pro Shops We have been recognized as one of the Best Places to Work by Fortune Crain s Forbes and BuiltIn as well as ranked on the Inc 5000 the most prestigious ranking of the nation s fastest-growing private companies We are proud of the culture of flexibility inclusivity and trust that we have built around our workforce We are a remote first organization with the option to potentially work in our New York headquarters on occasion moving forward We love the opportunity to come together - but employees will always have the option on where they work best At Bluecore we believe in encouraging an inclusive environment in which employees feel encouraged to share their unique perspectives demonstrate their strengths and act authentically We know that diverse teams are strong teams and welcome those from all backgrounds and varying experiences Bluecore is a proud equal opportunity employer We are committed to fair hiring practices and to building a welcoming environment for all team members All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin disability age familial status or veteran status We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment Please contact us to request accommodation