Technical Support Specialist – EMEA & US Hours

About the role

Bloomreach is seeking a technically curious, customer‑first Technical Support Specialist to join its Global L1 Support team. You will be the first point of contact for users of the Loomi Platform, handling issues across EMEA and US business hours with speed, precision, and empathy.

Key responsibilities

• Own end‑to‑end support tickets on the Loomi Platform, delivering rapid, clear resolutions.
• Maintain proactive communication and ticket hygiene throughout the customer journey.
• Meet and consistently exceed L1 KPIs and SLA targets.
• Create and update Knowledge Base articles to improve team efficiency.
• Provide 24 × 7 support and participate in on‑call rotations as required.
• Develop deep product knowledge of Loomi components, features, and systems.
• Utilise the standard support tool stack and AI‑enhanced workflows effectively.
• Communicate with clarity and empathy to build customer confidence.

Required profile

• Strong technical curiosity and a customer‑centric mindset.
• Ability to thrive in fast‑paced environments and diagnose complex issues.
• Willingness to work rotating day/night shifts covering US and EMEA business hours.
• Comfort with remote work from Czechia or Slovakia, with optional office use.

Required skills

• Loomi Platform knowledge
• Experience with support ticketing systems
• AI fluency for workflow efficiency

What we offer

• Remote work flexibility within Czechia or Slovakia.
• Opportunity to work with cutting‑edge AI‑driven personalization technology.
• Collaborative, global team environment.