Manager of Content Support Jobs

Bloomreach

Location:

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

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

View All Jobs In This Company

Job Link Share:

Manager of Content Support