Technical Support Specialist
Remote · India
Job Summary
Technical Support Specialist I on Bloomreach's Global L1 Support team, owning end-to-end resolution of customer issues on the Loomi Platform, delivering rapid, clear resolutions, maintaining ticket hygiene, meeting L1 KPIs and SLAs, and creating Knowledge Base articles. Role includes providing 24x7 support and on-call rotation, building deep product knowledge of Loomi Platform, using the standard support tool stack, and communicating with clarity and empathy to ensure high-quality customer experiences. Exposure to APIs, SDK debugging, web technologies, marketing automation, eCommerce contexts, and cross-functional collaboration to drive timely resolutions.
Required Qualifications
- 1-3 years of professional experience in technical support, customer success, IT helpdesk, consultancy, marketing, campaigns, CRM, or closely related field
- Demonstrated ability to troubleshoot technical issues methodically and communicate findings clearly to non-technical audiences
- Fluency in English with strong written and verbal communication skills
- Familiarity with SaaS platforms, web technologies, or cloud-based systems
- Comfortable with working in a ticketing environment with SLAs and performance metrics
- A proactive working style with the ability to manage multiple open cases simultaneously
- Openness to feedback and a genuine drive to grow technically and professionally
Desired Qualifications
- Experience in SaaS technical support
- familiarity with APIs and integrations
- Customer-facing experience
- Strong written and verbal communication in English
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