Product Support Engineer

Job Title: Product Support Engineer (PSE)

Location: Remote
Reports To: Team Lead Product Support

About 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 somethings unclear you approach it headon asking the right questions and seeking to expand your technical knowledge. Youre passionate about learning and improving always curious to explore new technologies and share your insights.
  
  
• Customerfocused. 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. Youre comfortable working in a 24x7 shift culture to ensure that client issues are addressed around the clock.
  
  

What Youll 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 platforms capabilities.
  
  
• Campaign Management: Assist clients in configuring optimizing and troubleshooting email/SMS campaigns including segmentation automation and reporting.
  
  
• Problem Resolution: Youll quickly identify technical issues solve them and communicate the solution clearly to clients. Whether its a data issue or a platform error youll ensure its 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 handson 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).
• Handson experience with tools like Bluecore BigQuery Datadog Looker or similar platforms.
• Strong technical troubleshooting skills in a customerfacing role.
• Excellent written and verbal communication skills with the ability to simplify complex technical issues for clients.
• Customerfirst attitude ensuring every interaction is aligned with the customers needs and provides a clear path to resolution.
• Bachelors degree in Computer Science Engineering or a related field (or equivalent experience).
• Open to 24x7 shift work culture.
  
  

Why Join Us

• Work with cuttingedge 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.