L3 Support Analyst

 

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience. 

The opportunity

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries. 

We are proud of: 

• The work we do and the innovation we drive 
• Our values of share, care and dare 
• A workplace culture that fosters creativity, diversity and autonomy 
• Our borderless, global framework, which enables seamless collaboration 

The Role  

As an L3 Technical Support Engineer, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 4+ years of experience, a growth mindset and a drive to make a lasting impact. 

You will thrive in this role if you are: 

• A curious problem solver who challenges the status quo 
• A collaborator who values teamwork and knowledge-sharing 
• Excited by the intersection of technology, creativity and data 
• Experienced in Agile methodologies and consulting (a plus) 

Role & Responsibilities

• L3 Incident Resolution: Lead Level 3 technical support activities, performing detailed analysis, debugging, identifying root causes, and resolving high-priority production issues with a strong sense of urgency.
• Code Debugging & Analysis: Proficiently debug server-side JavaScript and other platform components to isolate and fix production defects.
• Root Cause Analysis (RCA): Conduct thorough root cause analysis for recurring issues, implementing preventive measures and permanent fixes to enhance platform stability.
• Production Readiness: Proactively monitor system health, identify potential issues, and ensure the optimal performance and availability of SFCC environments.
• Client Interaction: Serve as a primary technical contact for clients, providing clear and timely communication on incident status, resolution plans, and technical explanations.
• War Room Leadership: Lead and actively participate in "War Room" situations during critical outages or incidents, coordinating efforts with cross-functional teams (development, QA, L2, DevOps, client) to drive rapid resolution. High reactivity and availability are key during these times.
• On-Call Support: Provide dedicated on-call support outside of standard business hours on a rotational basis to ensure 24/7 coverage for critical incidents. This is not shift-based, but rather dedicated on-call availability.
• Knowledge Management: Create and maintain comprehensive documentation, knowledge base articles, runbooks, and troubleshooting guides to empower L1/L2 teams and improve incident resolution efficiency.
• Collaboration: Work closely with development, QA, and DevOps teams to escalate complex issues, provide insights for permanent fixes, and support new feature deployments.

Soft Skills:

• High Reactivity & Availability: Demonstrated ability to respond quickly and effectively to critical incidents, with a willingness to be available for on-call support and immediate engagement during war rooms.
• Exceptional Problem-Solving: Superior analytical and diagnostic skills, with the ability to quickly understand complex technical issues and devise effective solutions under pressure.
• Client Communication: Excellent verbal and written communication skills, capable of explaining complex technical problems and solutions clearly and professionally to both technical and non-technical client stakeholders.
• Leadership in Crisis: Proven ability to lead and coordinate technical teams during high-stress situations (war rooms) to achieve rapid problem resolution.
• Ownership & Accountability: Takes full ownership of incidents from identification through to resolution and post-mortem analysis.
• Team Collaboration: Strong ability to collaborate effectively with internal and external teams, fostering a cooperative environment.
• Detail-Oriented: Meticulous attention to detail in code analysis, troubleshooting, and documentation.

If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn. 

Commitment to reaching all kinds of people 

We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all. 

 The Benefits  

This is a Full-Time position based in Bengaluru.

Beyond a competitive compensation package, we offer: 

• Flexibility, with hybrid work options (country-dependent) 
• Learning and development, with access to cutting-edge tools, training and industry experts.

Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process. 

  Your application process

Once you apply, our Talent Acquisition team will review your application. If your skills and experience align with the role, we’ll reach out for next steps. 

⚠️ Beware of recruitment fraud: Only engage with official Valtech email addresses ending in @valtech.com. 

We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know. 

About Valtech

Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world. 

At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more. 

At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate. 

Are you ready to create what’s next? Join us.