Associate Software Engineer (Content Support)

3-5 years in technical support positions in service industry / Retail Knowledge of core Java coding (read & Write the code) and common Java libraries Able to do in depth problem solving, reading and understanding the Code and matching the scenario Exposure to at least one of the Java Content Management tools like Adobe Experience Manager, OpenText Team site, IBM Websphere, Documentum, etc. (nice to have) Understanding of tools like Cloudflare, Datadog, Dynatrace, or native CMS performance dashboards Exp in Java framework like Spring Front end Technologies (Angular / React) Familiar with service-oriented architecture, cloud technologies, and Docker (nice to have) Experience with ticketing tools like Jira, Zendesk, etc.

Act as Primary contact for customer reported issues using Zendesk ticketing system Perform initial triage and ensure FR is met and are meaningful Continuously monitor system health dashboards, alerts, and logs Acknowledge and act on P1/P2 alerts and Pagerduty page Operate in rotational shifts, including Night shift to cover NA and EMEA hours, and weekend on-call support Ensure proper handover between shifts with clear documentation Maintain availability and responsiveness within defined shift hours Maintain clear, concise, and professional communication with customers and internal teams Escalate unresolved issues to L2/L3 teams with clear documentation and logs Monitor system health and alerts using relevant monitoring tools Maintain detailed record of issues, troubleshooting steps, summary and resolution in Zendesk ticketing system Provide fix or suggest workarounds for customer’s custom code or a Bloomreach experience platform product defect Work closely with Support, Infra, and Technical Consultant teams