About the Position

Hub Support Engineer

Bengaluru, India

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 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 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.

Apply for this Job

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.

⚠️ 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.

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

Hub Support Engineer

Job description