Job Description, Responsibilities & Requirements
About the Position
Hub Support Engineer
Join Valtech as a Hub Support Engineer in Bengaluru, India. Manage Salesforce clouds, coordinate support teams, and drive continuous improvement.
About the Role
As a Hub Support Engineer, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 6+ 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)
Responsibilities
- Own the end-to-end problem management process: identification, prioritization, root cause analysis coordination, and permanent-fix tracking for recurring incidents across all Salesforce clouds
- Act as the escalation hub between L2/L3 support teams and shared specialist resources (e.g., shared Marketing Cloud consultant, shared L2/L3 pool) working across multiple brands
- Monitor SLA performance (response/resolution times per incident criticality) and drive corrective action plans whenever targets are at risk
- Coordinate major incident management: triage, cross-team coordination, stakeholder communication, and post-incident reviews
- Consolidate and analyze incident and problem trends across brands to identify systemic issues and drive continuous improvement
- Facilitate weekly project committees and contribute to monthly steering committee reporting (KPIs, backlog, risks, corrective actions)
- Ensure consistent use of ITSM tooling (incident tracking and change/evolution tracking tools) and maintain data quality of tickets
- Coordinate cross-team collaboration between the AMS support streams and other IT/ecosystem teams (ERP, POS, middleware, security)
- Support knowledge management processes, ensuring documentation is created and kept up to date in the appropriate collaborative tools
- Contribute to capacity planning and resource allocation across the support hub based on incident/ticket volume trends
- Support security-incident coordination in collaboration with information security teams
Requirements
- Proven experience in IT service management, incident and problem management (ITIL practices) within a multi-cloud CRM/Commerce/Marketing environment
- Strong understanding of Salesforce Core, Commerce Cloud, and Marketing Cloud support models and their dependencies
- Experience managing SLA-driven support operations across multiple stakeholders and business units
- Strong analytical and reporting skills; comfortable building and presenting KPI dashboards
- Excellent facilitation and communication skills, able to coordinate technical teams and business stakeholders across geographies
- Experience with ITSM and reporting tools used for incident and change tracking
- Fluent English; additional languages (French, Italian) an advantage given a multi-country stakeholder base
Nice to Have
- ITIL certification (Foundation or higher)
- Experience in retail, luxury goods, or omnichannel commerce environments
- Salesforce certification (Administrator or higher) an advantage
We Offer
- Flexibility, with remote and hybrid work options (country-dependent)
- Career advancement, with international mobility and professional development programs
- Learning and development, with access to cutting-edge tools, training, and industry experts
About the Company
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.
Contact Us
Fill in your details and kickstart your transformation journey.
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