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Manager of Content Support

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Bloomreach

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Salary:

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Job Description:

As a Manager of Content Support, you’ll directly contribute to the success of 190+ enterprise customers, working closely with Account Management, SRE, Operations, Product, and R&D Engineering teams. You’ll lead a global team of L1 and L2 engineers to deliver a world-class support experience across both technical and functional issues — balancing customer needs, constraints, and timelines. You’ll own ticket resolution through completion, ensuring adherence to SLAs/SLOs, while continuously improving processes and leveraging modern tools (including AI and LLMs) to enhance efficiency and customer experience. You’ll upskill and coach L1 engineers to strengthen technical depth and consistency across the team, while collaborating with product and engineering leaders to improve cross-functional workflows. You’ll also surface customer insights that influence the future roadmap of the Content product.

Job Responsibility:

  • Build, mentor, and develop a high-performing L1/L2 support team
  • Set priorities, allocate workload, and ensure timely delivery against SLAs
  • Drive operational excellence and iterate and improve processes to foster highly cohesive customer centric experience
  • Collaborate cross-functionally with AMs, Engineering, Product, and Ops teams to align priorities and resolve customer issues quickly
  • Manage escalations and define best practices for triage, communication, and follow-up
  • Promote knowledge management and documentation practices for consistent quality
  • Identify recurring issue patterns and drive automation or self-service improvements
  • Evaluate and refine processes for efficiency, accuracy, and speed
  • Monitor team health and resolve conflicts proactively
  • Leverage metrics, feedback, and modern tools (AI/LLMs) to improve team performance and customer outcomes

Requirements:

  • 8–10 years of total experience
  • 3–4 years managing L1/L2 technical support teams
  • Familiarity with infrastructure logs, alerting, and monitoring systems
  • Hands-on experience with Zendesk, Jira Service Desk, and PagerDuty
  • Proven ability in SLA management, ticket triage, and escalation handling
  • Understanding of feature enhancement and change request processes
  • Excellent communication skills
  • able to explain complex technical issues clearly and confidently

Nice to have:

  • Knowledge of Core Java and Common Java libraries
  • Exposure to Java-based CMS platforms such as Adobe Experience Manager, OpenText TeamSite, IBM WebSphere, or Documentum
What we offer:
  • A great deal of freedom and trust
  • flexible working hours
  • work virtual-first
  • company events
  • 5 paid days off to volunteer
  • People Development Program
  • communication coach available
  • Leader Development Program
  • $1,500 professional education budget annually
  • Employee Assistance Program with counselors
  • Subscription to Calm app
  • ‘DisConnect’ days off each quarter
  • sports, yoga, and meditation opportunities
  • Extended parental leave up to 26 calendar weeks for Primary Caregivers
  • Restricted Stock Units or Stock Options
  • company performance bonus
  • employee referral bonus of up to $3,000
  • Bloomversaries work anniversary celebrations

Additional Information:

Job Posted:
December 06, 2025

Work Type:
Remote work
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