Technical Support Specialist - EMEA & US hours

About this role

<div class="content-intro"><div class="p-rich_text_section">Bloomreach is building the world’s premier <strong data-stringify-type="bold">agentic platform for personalization</strong>.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the <strong data-stringify-type="bold"><em data-stringify-type="italic">entire</em></strong> customer journey.</div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">We're taking <strong data-stringify-type="bold">autonomous search</strong> mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.</li> <li data-stringify-indent="0" data-stringify-border="0">We’re making <strong data-stringify-type="bold">conversational shopping</strong> a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.</li> <li data-stringify-indent="0" data-stringify-border="0">We're designing the future of <strong data-stringify-type="bold">autonomous marketing</strong>, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.</li> </ul> <div class="p-rich_text_section">And we're building all of that on the intelligence of a single AI engine — <strong data-stringify-type="bold">Loomi </strong>— so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.</div></div><div class="section global-width"> <div class="block"> <div class="block-wrapper description"> <p><strong>The Role</strong></p> <p>We're looking for a technically curious and customer-first <strong>Technical Support Specialist I</strong> to join our Global L1 Support team. This is a customer-facing role where you'll own the end-to-end resolution of customer issues on the Loomi Platform, ensuring every interaction is handled with speed, precision, and empathy.</p> <p>You'll be the customer's first point of contact and a vital link in our support ecosystem, turning complex technical problems into clear resolutions and customer frustration into confidence. If you thrive in fast-paced environments, enjoy diagnosing and troubleshooting issues, and genuinely care about the people you help, this role is built for you. We offer remote work from Czechia or Slovakia, with optional office space in Bratislava, Brno, or Prague.</p> <p><strong>What You'll Do</strong></p> <p><strong>Deliver Exceptional Support</strong></p> <ul> <li>Own end-to-end support tickets on the Loomi Platform, using structured diagnostics to deliver rapid, clear resolutions that build customer confidence.</li> <li>Maintain proactive communication and ticket hygiene to ensure a seamless, empathetic support experience throughout the customer journey.</li> <li>Meet and consistently maintain L1 KPIs and SLA targets.</li> <li>Create Knowledge Base articles to enhance team resolution speed and consistency.</li> <li>This role requires providing 24x7 support and participating in the on-call rotation as per team guidelines</li> <li>US business hours: Work on rotations day/night. Day shift: 9AM-5PM. Night shift: 5PM-1AM</li> <li>EMEA business hours: Day shift: 9AM-5PM</li> </ul> <p><strong>Build Deep Product & Technical Knowledge</strong></p> <ul> <li>Develop a strong knowledge of Loomi Platform components, features, and systems.</li> <li>Use the standard support tool stack confidently and reliably in your daily workflow.</li> <li>Leverage strong AI fluency to increase workflow efficiency while verifying AI insights to ensure accurate customer and external communications.</li> </ul> <p><strong>Communicate with Clarity & Empathy</strong></p> <ul> <li>Handle all customer communications, written and verbal, with professionalism, empathy, and precision.</li> <li>Set accurate expectations, provide proactive progress updates, and de-escalate sensitive or high-urgency situations with confidence.</li> <li>Follow established communication standards, templates, and best practices to ensure consistent, high-quality customer experiences.</li> <li>Facilitate seamless ticket handovers, ensuring every team member has the full context.</li> </ul> <p><strong>You will get exposure to</strong></p> <ul> <li>Working with APIs and third-party integrations, diagnosing real-world connectivity and data flow issues across a diverse client base.</li> <li>Developing your skills in SDK debugging and web technologies across both web and mobile platforms.</li> <li>Building an understanding of search, data feeds, databases,…