• Provide remote L1/L2 technical support via phone, email, and chat. • Troubleshoot hardware and software incidents in enterprise environments. • Investigate problems in Windows Server, Linux, and VMware environments. • Analyze system behavior, identify causes, and provide technical solutions. • Assist customers in server configuration, installation, and administration processes. • Manage and document incidents in ticketing systems. • Collaborate with escalation teams for complex technical cases.

Role Description We are seeking a highly motivated and experienced Technical Support Engineer with hands-on expertise in VoIP systems, Managed Service Provider (MSP) environments, and IT Support. The ideal candidate will be responsible for providing technical support, troubleshooting VoIP and network-related issues, managing client environments, and ensuring excellent customer service. - Provide Level 1 & Level 2 technical support to clients via phone, email, and ticketing systems. - Troubleshoot and resolve VoIP-related issues including call quality, SIP trunking, PBX systems, and handset configurations. - Support and maintain MSP client environments, including workstations, servers, networking equipment, and cloud services. - Monitor and respond to alerts generated by RMM and monitoring tools. - Diagnose and resolve network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues. - Configure and support VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad, GoTo Connect, or similar solutions. - Manage Microsoft 365 environments, including Exchange Online, Teams, OneDrive, and SharePoint. - Perform user account administration through Active Directory and Azure Active Directory. - Document troubleshooting steps, resolutions, and technical procedures. - Escalate complex issues to senior engineers when necessary. - Participate in system deployments, migrations, and onboarding projects. - Maintain high customer satisfaction through professional communication and timely issue resolution. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field (preferred). - 2+ years of experience in Technical Support, Help Desk, MSP, or IT Support roles. - Hands-on experience supporting VoIP solutions and SIP-based technologies. - Strong understanding of TCP/IP, LAN/WAN, DNS, DHCP, VPN, and firewall concepts. - Experience with Microsoft 365 Administration. - Knowledge of Windows Server, Active Directory, and Azure AD. - Experience using PSA and RMM tools such as ConnectWise, Datto RMM, NinjaOne, Kaseya, or similar platforms. - Excellent troubleshooting and problem-solving skills. - Strong verbal and written English communication skills. Requirements - Experience with 3CX, Asterisk, FreePBX, RingCentral, or similar VoIP platforms. - Familiarity with VMware, Hyper-V, and virtualization technologies. - Experience supporting cloud environments such as Microsoft Azure or AWS. - Knowledge of cybersecurity best practices. - Relevant certifications such as CompTIA A+, Network+, Microsoft, 3CX, or Cisco certifications are a plus. Benefits - Competitive salary package - Professional growth opportunities - Exposure to international clients and technologies - Collaborative and supportive work environment - Training and certification support

• Deliver technical consulting to customers and partners to support successful onboarding, configuration, and usage of our solutions. • Provide ongoing technical support services, troubleshooting issues, and ensuring timely resolution. • Work with ticketing system, monitor and respond to alerts, manage escalations and communication with other technical and sales teams. • Assist PreSales TechOps and other technical teams on architecture, deployment and best practices.

Role Description We're looking for a technically curious and customer-first Technical Support Specialist I 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. - Deliver Exceptional Support - Own end-to-end support tickets on the Loomi Platform, using structured diagnostics to deliver rapid, clear resolutions that build customer confidence. - Maintain proactive communication and ticket hygiene to ensure a seamless, empathetic support experience throughout the customer journey. - Meet and consistently maintain L1 KPIs and SLA targets. - Create Knowledge Base articles to enhance team resolution speed and consistency. - This role requires providing 24x7 support and participating in the on-call rotation as per team guidelines. - Build Deep Product & Technical Knowledge - Develop a strong knowledge of Loomi Platform components, features, and systems. - Use the standard support tool stack confidently and reliably in your daily workflow. - Leverage strong AI fluency to increase workflow efficiency while verifying AI insights to ensure accurate customer and external communications. - Communicate with Clarity & Empathy - Handle all customer communications, written and verbal, with professionalism, empathy, and precision. - Set accurate expectations, provide proactive progress updates, and de-escalate sensitive or high-urgency situations with confidence. - Follow established communication standards, templates, and best practices to ensure consistent, high-quality customer experiences. - Facilitate seamless ticket handovers, ensuring every team member has the full context. - You will get exposure to - Working with APIs and third-party integrations, diagnosing real-world connectivity and data flow issues across a diverse client base. - Developing your skills in SDK debugging and web technologies across both web and mobile platforms. - Building an understanding of search, data feeds, databases, and relevance in the context of live digital commerce environments. - Getting familiar with marketing automation and campaign operations, from customer data platforms to multi-channel messaging. - Growing into technical support operations and incident management, learning how to collaborate with cross-functional teams and drive timely resolutions. Qualifications - 1-3 years of professional experience in technical support, customer success, IT helpdesk, consultancy, marketing, campaigns, CRM, or a 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. Requirements - Experience supporting marketing technology, eCommerce, or personalization platforms. - Exposure to AI-assisted workflows or tools in a professional context. - Experience in a global or distributed support team operating across multiple regions. Benefits - A great deal of freedom and trust with flexible working hours. - Virtual-first work environment with several Bloomreach Hubs available across three continents. - Company events to experience the global spirit of the company. - 5 paid days off to volunteer. - People Development Program with personal development workshops. - $1,500 professional education budget on an annual basis. - Employee Assistance Program with counselors for non-work-related challenges. - Subscription to Calm - sleep and meditation app. - ‘DisConnect’ days for additional time off each quarter. - Extended parental leave up to 26 calendar weeks for Primary Caregivers. - Restricted Stock Units or Stock Options based on role, seniority, and location. - Participation in the company's success through performance bonuses. - Employee referral bonus of up to $3,000. - Celebration of work anniversaries - Bloomversaries!