Product Support Engineer

Summary

Join Bluecore's team as a Product Support Engineer (PSE) and help our retail ecommerce customers optimize their use of our platform. You will resolve technical issues, set up campaigns, and ensure customers get maximum value from our tools. As a PSE, you will provide expert technical support, assist with campaign management, and troubleshoot problems. Collaboration with internal teams and continuous learning are key aspects of this role. We offer a competitive salary and benefits, a collaborative team culture, and growth opportunities. The position is remote, with a 24x7 shift work culture.

Requirements

• 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

Responsibilities

• 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
• Assist clients in configuring, optimizing, and troubleshooting email/SMS campaigns, including segmentation, automation, and reporting
• 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
• 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
• 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

Benefits

• Competitive salary and benefits
• Growth opportunities for continued professional development and learning