Bluecore is a retail martech company that is reimagining the way retailers communicate with shoppers
New York , NY

Manager, Product Support Engineering at Bluecore

| Greater NYC Area
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Bluecore is a marketing technology company that’s reimagining how the world’s fastest growing retail brands transform casual shoppers into lifetime customers. Through our patented retail data model and the recent release of Bluecore Communicate™ and Bluecore Site™, we replace manual processes with an intelligent, AI-driven workflow. We are credited with doubling email revenue, and increasing customer retention for more than 400 brands, including Express, Tommy Hilfiger, The North Face, Teleflora, and Bass Pro Shops. We have been recognized as one of the Best Places to Work by Glassdoor and ranked No. 241 on the Inc. 500 List, the most prestigious ranking of the nation’s fastest-growing private companies.
The Product Support team at Bluecore is committed to delivering quality products and services by holding each other accountable and always being open and honest. Our function is globally distributed so that we can provide top-notch 24/7/365 technical product support and enablement for both internal and external customers. We use curiosity and creativity to drive ourselves and our customers towards higher levels of success while fostering a fun and collaborative environment.
We are looking for a passionate, creative, and highly competent Product Support Manager to lead our US-based team. Your job is to empower our Product Support Engineers to do their best work and make the lives of our customers better when it comes to getting more out of our product. This is an integral role at Bluecore as you will interface with several internal cross-functional departments on both R&D and customer-facing functions to help work through any challenges our customers have with our product and ultimately make them want to shout from the rooftops about how much they love Bluecore.
The R&D team at Bluecore is motivated by customer performance, providing business solutions and identifying opportunities for customers to extend the use of Bluecore products and services to help achieve maximum benefits. You will be working directly with a wide variety of customers at some of the most innovative companies in the world, helping them extend their usage of Bluecore to help their eCommerce shoppers have a better online experience.
The ideal candidate is a customer-centric, out-of-the-box thinker who loves solving challenges for our customers and is organized, resourceful, and tenacious. We are a growing company with an “all hands on deck” and “roll up your sleeves” work ethic.


  • Provide 1-1 career coaching, mentoring, and management support to develop a team of Product Support Engineers that provide email-based support directly to internal and external customers
  • Recruit, onboard, and performance management of support engineers
  • Strong leadership acumen that inspires trust and confidence. Credible, reliable, and drive results. 
  • Facilitate an environment of trust & confidence within your team that places importance on knowledge sharing, transparency, and working as a team to achieve a shared goal.
  • Develop an in-depth applications knowledge of Bluecore products, services, and systems in order to provide excellent 24/7 customer service, and strive to develop brand loyalty.
  • Maintain, implement, and continuously improve policies and procedures regarding how issues are identified, received, documented, distributed, and corrected to ensure maximum issue resolution in minimum time to meet Service Level Agreements with high customer satisfaction
  • Establishes objectives and directs staff activities to improve product support practices in the areas of quality, knowledge-centered support and resolution timeframes; ultimately driving product supportability
  • Facilitate collaboration with Bluecore’s globally-distributed engineering teams, product owners, customer success teams, and stakeholders to effectively communicate with and solve interesting and challenging problems across our marketing platform
  • Analyze data from client issues and make recommendations to the R&D team on possible improvements
  • Foster an excellent work environment in a fast-paced engineering culture of continuous improvement


  • 5+ years of customer service experience and 2+ years of management experience
  • Proven track record of supporting complex software products (such as custom SaaS solutions, big data platforms, etc.)
  • Excellent mentoring skills to help your team of product support engineers make technical, customer support, and career progress in a meaningful and demonstrable way.
  • Ability to both deliver and receive feedback to and from your team in a constructive way, and then taking this information to create actionable plans that produce results and give everyone the opportunity to have an impact.
  • Proactive, energetic attitude and a desire to work in a results-oriented environment, coupled with a willingness to jump in and get your hands dirty when needed and a drive to continuously challenge oneself to learn new skills.
  • Desire to take on new responsibilities and leverage the subject matter expertise of others across the entire Bluecore organization to grow your own abilities and knowledge while also doing this for others seeking the same from you.
  • Excellent communication skills, used to collaborate with and gather productive feedback from other teams within R&D and across all functions of the company, with the ultimate goal of driving Product Support initiatives in a highly-efficient and data-driven manner.
  • Desire for creating and maintaining issue, process, and runbook documentation with attention to detail in communications.
  • Experience and proficiency with ticketing tools and systems (Zendesk & Jira highly preferred)
  • Demonstrated problem solving abilities and strong technical skills (SQL required, with HTML, CSS, JavaScript, or Python preferred) and the ability to quickly learn technical concepts and troubleshoot to resolve customer issues when needed.
  • Ability to prioritize and manage yourself to get things done with minimal oversight.
  • Experience working in, and a love for startups or similar smaller company environments where you’re able & expected to take full ownership over projects, bring in new ideas, and implement change quickly with the support of a highly-qualified team. Someone who is excited by a fast-paced environment where innovations & frequent evolution is key.​
  • Experience supporting similar industry solutions preferred: especially data-driven/complex/customizable enterprise​ ​SaaS​ products within the marketing/advertising/e-commerce or other emerging technology (Artificial Intelligence, etc.) spaces.

Highly competitive compensation package including salary and equity as well as the opportunity to work for one of the fastest growing marketing technology companies.
- Comprehensive medical, dental, and vision insurance
- 401(k) plan
- Monthly discretionary reimbursement towards fitness, home office and/or Learning and Development opportunities
- Generous Parental Leave & flexible vacation policy
At Bluecore we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
Bluecore is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.

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Where we are

While we have currently transitioned to remote work, we continue to keep our vibrant culture alive and our customer focus stronger than ever!

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • MemcachedDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google DatastoreDatabases
    • Google BigQueryDatabases
    • Google Cloud SQLDatabases
    • MixpanelAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • IntercomEmail
    • MarketoEmail
    • MarketoLead Gen

What are Bluecore Perks + Benefits

Bluecore Benefits Overview

At Bluecore we offer a comprehensive array of class leading employee benefits and perks, in line with the strong value we place on people and culture. We value our people and believe that a companies culture and environment are paramount to its success.

Volunteer in local community
Bluecore hosts a volunteer month as well as volunteer efforts throughout the year that are open to the entire organization, including food drives, events and fundraisers.
Friends outside of work
Eat lunch together
Intracompany committees
Bluecore is big on collaboration, which extends beyond the day to day through internally run groups like our Ladies of Bluecore and D&[email protected] committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
We pride ourselves on the diversity of our executive leadership team, 40 percent of whom are female and are continually focused on expanding the diversity of our entire organization.
Unconscious bias training
We partner with Life Labs for their Behaviors of Inclusion Training, which is required for all to learn the science and best practices for an inclusive work environment.
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our flexible spending plans assist employees with out of pocket medical and dependent care expenses, while also offering a pre-tax benefit to lower their tax liability each year.
Disability Insurance
Bluecore provides both long-term and short-term benefit plans, fully paid by the company, in supplement to any state plans that may be in place.
Dental Benefits
We offer a national level PPO dental plan with a vast network of providers and which covers all preventative maintenance and two cleanings each year.
Vision Benefits
We offer a national level vision plan, with options to use an allowance each year towards contacts or frames and lenses, with very low employee cost.
Health Insurance Benefits
We are currently offering a national level health plan, offering an extensive network of providers and provide three different coverage lines to best need the individual needs of employees.
Life Insurance
Each employee is provided a $50,000 Life and AD&D policy, with the option to purchase supplemental coverage at steeply discounted rates.
Wellness Programs
We offer programs to expense back the cost of gym and fitness memberships as well as a data driven weight loss program sponsored by our health insurance provider.
Retirement & Stock Options Benefits
Bluecore's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Employees are offered options at the time of hire and based on performance, giving a sense of ownership in the company.
Performance Bonus
Select positions are eligible for performance based awards in the form of bonuses, which varry by department and position.
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer a generous 12 week parental leave policy for either new parent to spend time with their child.
Flexible Work Schedule
We believe that each employee is most productive at different times, we allow employees and their managers to develop work schedules that align to both the needs of the business and the employee.
Remote Work Program
Our remote work program includes working remotely on occasion as needed.
Family Medical Leave
We have generous leave policies which work in tandem with federal and state laws to allow employees to care for family as the need arises.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Whether taking a break to tend to personal matters or time away to rest, our PTO vacation time is uncapped.
Generous PTO
Bluecore has an amazing (unlimited) PTO policy that provides our people the flexibility to take the time they need to live a balanced and fulfilling life.
Paid Volunteer Time
As part of our generous PTO plan, we also allow and encourage employees to take time off to volunteer for causes within our community and those which resonate with their interests.
Paid Holidays
In addition to our generous PTO policy we also provide paid time off for all major holidays.
Paid Sick Days
In line with the PTO philosophy paid sick time is granted as needed, un capped and no annual balances.
Perks & Discounts
Casual Dress
Our dress code is flexible, including shorts, t-shirts and other casual attire to change with the weather and allow employees to dress up when needed and down when appropriate.
Commuter Benefits
We allow all employees to expense up to $127 per month to assist with their commuter costs. We also offer a pre tax commuter plan in line with IRS regulations to assist with the tax burden.
Company Outings
We offer multiple company events from holiday parties, trivia nights, team outings and in house social events on a regular basis. In addition to in house food contests to let culinary flags fly.
Free Daily Meals
We provide free daily catered lunches in addition to a fully stocked kitchen with snacks and breakfast items.
Stocked Kitchen
Our kitchen provides a wide assortment of beverages, snacks, fruits, breakfast items and other surprise treats on a weekly basis.
Happy Hours
We just launched monthly interdepartmental happy hours for the summer-- a great opportunity for our employees to get to know each other in a casual environment!
Recreational Clubs
As hard as we work we know that relaxation and self care are critical to happiness and success. We host regular board game nights, trivia, karaoke, soccer club, and tennis outings to name a few.
Fitness Subsidies
We offer programs to expense back the cost of gym and fitness memberships.
Professional Development Benefits
Job Training & Conferences
Bluecore University is our in-house training program dedicated to advancing our teams. Courses range in depth and are on subjects like Growth Mindset, social styles, and leadership frameworks.
Diversity Program
Lunch and learns
Bluecorian run learning sessions that can vary from, learning how to juggle, speak french or analyze ones handwritings.
Promote from within

Additional Perks + Benefits

What makes Bluecore extra special is the comprehensive nature of our benefits. Our company is not only focused on professional development but on physical and mental well being as well. Bluecore truly cares about the whole employee.

An Insider's view of Bluecore

What's something quirky about your company?

We are a close-knit team, but as Bluecore grows it can be difficult to get to know peers that we don't work with directly. To make sure we get to know people we participate in #donutcore via slack. It pairs people together to meet for coffee, exploring the neighborhood, or yes even getting a donut!


HR Business Partner

How do you collaborate with other teams in the company?

As the main conduit of technical information throughout Bluecore, Forward Deployed Engineers collaborate extensively with different teams. Whether with Customer Success, Product, Engineering, or Sales we use our technical mastery of the Bluecore product to help our teams establish long-lasting partnerships built on honesty and quality.


Manager, Forward Deployed Engineers

How has your career grown since starting at the company?

I started as an independent contributor in Sales, was given the opportunity to become a Director of Customer Success and have since been promoted to VP! I couldn't miss the opportunity to extend my reach and get back to the foundation I had built my career on: customer care. Not many companies foster this type of growth so quickly!


Vice President of Customer Success

What unique initiatives do you have that encourage innovation?

Our people team manages Bluecore University, instructor‑led training courses that range in depth from one hour to half day sessions on subjects like Growth Mindset, leadership frameworks, and project management skills. In our Town Halls and quarterly off-sites leadership educates employees on state of the business and focus on innovation.


SVP of People

What's the biggest problem your team is solving?

The biggest problem my team is solving is creating infrastructure that’s reliable, cost-efficient, secure, long-term oriented and easy to navigate by our engineers. We are improving our metrics-driven approach to understand and make informed decisions about the parts of our codebase and infrastructure that could drive down costs


Software Engineer

Jobs at Bluecore

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Staff Software Engineer

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We are looking for Principal Software Engineers to work across our engineering teams to build scalable, extensible, reliable, and performant systems that provide significant company and industry level impact. Our ideal candidate thrives in a fast-paced startup environment that allows them to take ownership over their work, add considerable value, and play a hand in driving the overall growth and success of Bluecore. Our stack consists primarily of Python and Golang on the backend, and JavaScript (React) on the frontend. We use Google Cloud hosted infrastructure services including Google App Engine, Kubernetes/GKE, BigQuery, and Cloud SQL. We hold a true “Tech-First” mentality here at Bluecore, enabling us to build an Engineering organization that values constant innovation and encourages its members to bring in new ideas, try them out, and really implement them. Bluecore’s Engineering team is made up of exemplary engineers who believe in working collaboratively to solve complex technical problems and build creative solutions that are as simple as possible, but as powerful as necessary. We emphasize a culture of making good tradeoffs, working as a team, and leaving your ego at the door.

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