Investigation Engineer (L2)

About this role

Responsibilities

• We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
• We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.
• We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.
• Act as the second line of support for Bloomreach products, taking over complex or unclear issues that L1 and other teams cannot resolve.
• Combine deep technical investigation with customer empathy: you look at logs, code, data, and configuration, and then translate your findings into clear explanations and next steps for internal and external stakeholders.
• Help keep our e‑commerce search, recommendations, analytics, and engagement experiences stable and trustworthy for some of the world’s largest brands.
• Own complex investigations (L2)
• Diagnose and investigate technical issues from the backend, data, and platform infrastructure perspective.
• Reproduce and debug problems using application logs, HTTP/network traces, and small scripts or code snippets.
• Test, troubleshoot, and debug the application code base and configuration where appropriate.
• Handle escalations from L1 and other teams
• Take ownership of tickets escalated from L1 when further investigation exceeds their available tooling or scope.
• Structure the investigation, narrow down hypotheses, and clearly document what was tried and what you found.
• Work closely with the Engineering and other technical teams.
• Incident, Problem and Change management
• Raise high quality Jira tickets for bugs, feature requests, or deep technical issues, following triage, priority, and SLA practices.
• Raise and help execute change requests for attribute changes, and code level changes in cooperation with engineering.
• Contribute to customer friendly RCAs: summarize what happened, why it happened, how it was fixed, and what the remediation plan is.
• Continuous knowledge sharing
• Share knowledge continuously through brown bag sessions for L1 and new hires on debugging techniques, platform features, and best practices.
• Conduct technical reviews for L1 colleagues to help them grow into more complex investigations.
• Knowledge base & documentation
• Keep debug/runbooks up to date by feeding back new patterns and solutions to the right owners.
• Help ensure that recurring issues become well documented, fast to resolve cases rather than “one off heroics”.
• Problem solving & investigation
• Strong analytical and critical thinking skills; you enjoy untangling unclear issues or incomplete information.
• Ability to quickly recognize, triage, and structure technical issues, even when information is initially missing.
• Ability to investigate and troubleshoot issues related to cloud-based architecture and distributed systems.
• Technical fundamentals
• Understanding of programming basics (algorithms, conditions, loops) and experience with at least one programming language (e.g., Python, JavaScript, Go, etc.).
• Understanding of high‑level software architecture (frontend–backend–databases–APIs, microservices, queues, etc.).
• Broad understanding of internet technologies: HTTP, REST APIs, browser dev tools, network requests.
• Tooling & ecosystem
• Comfortable working on Linux and with the command line; basic Bash scripting.
• Experience with Git for version control.
• Exposure to SQL or NoSQL databases and the ability to run basic queries for investigation.
• Familiarity with monitoring/logging tools (e.g., Grafana, log aggregators) and how to use them during incidents.

Requirements

• Collaboration & communication
• Ability to communicate clearly with both technical and non‑technical stakeholders (internally and with customers).
• Excellent English (advanced or native level), both written and spoken.
• Ability to stay organized while working on multiple investigations in parallel and to communicate status and next steps transparently.
• Experience with public cloud platforms such as Google Cloud Platform or AWS.
• Experience with Kubernetes or Docker.
• Familiarity with ticketing systems (e.g., Jira) and structured escalation processes.
• Experience leading or contributing to major incident management as an Incident Commander or similar role.
• Experience drafting knowledge base articles, runbooks, or technical documentation for others.
• Background in e‑commerce, search and recommendations, or analytics is a plus.
• A customer’s campaign imports suddenly start failing with a cryptic backend error. L1 can’t find anything obvious. You dive into logs, write a small Python or JavaScript script to simulate the request, identify the broken import definition in the database, clean it up, and coordinate with the owning dev team to fix the root cause. The client is unblocked and understands exactly what happened.
• A customer reports that personalization and search results are intermittently wrong for a key category, and business impact is high. You take the lead as Incident Commander: align Support, Engineering, and Product on a Zoom bridge, drive the technical deep dive using Grafana, logs, and configuration checks, decide when to roll back a change, and later help draft a clear RCA and remediation plan.
• Over a few weeks, you notice a pattern of similar API and pipeline issues during traffic spikes. You pull the cases together, analyze common traits, and work with engineering to confirm a Kafka or scaling pattern. Together, you propose improvements, add or refine alerts, and help make the platform more resilient.
• Opportunity to learn and master modern technologies such as Google Cloud Platform, AWS, Kubernetes, BigQuery, and internal large scale search and recommendations infrastructure.
• Exposure to a wide range of problem domains: data analysis, backend integrations, API design, infrastructure, search relevance, and customer facing features.
• Close cooperation with top‑notch engineers and consultants, with a clear path towards roles such as Developer, Technical Consultant, SRE/Production Engineer, or Senior Investigation Engineer.
• The satisfaction of turning mysterious issues into clear stories and long‑term improvements for customers and product teams.