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 something’s unclear, you approach it head-on, asking the right questions and seeking to expand your technical knowledge. You’re passionate about learning and improving, always curious to explore new technologies and share your insights.
  
  
• Customer-focused. 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. You’re comfortable working in a 24x7 shift culture to ensure that client issues are addressed around the clock.
  
  

What You’ll 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 platform’s capabilities.
  
  
• Campaign Management: Assist clients in configuring, optimizing, and troubleshooting email/SMS campaigns, including segmentation, automation, and reporting.
  
  
• Problem Resolution: You’ll quickly identify technical issues, solve them, and communicate the solution clearly to clients. Whether it’s a data issue or a platform error, you’ll ensure it’s 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 hands-on 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).
• Hands-on experience with tools like Bluecore, BigQuery, Datadog, Looker, or similar platforms.
• Strong technical troubleshooting skills in a customer-facing role.
• Excellent written and verbal communication skills, with the ability to simplify complex technical issues for clients.
• Customer-first attitude, ensuring every interaction is aligned with the customer’s needs and provides a clear path to resolution.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• Open to 24x7 shift work culture.
  
  

Why Join Us?

• Work with cutting-edge 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.