L3 Support Analyst

About the Position

L3 Support Analyst

Location: Bengaluru, India

Join Valtech as an L3 Support Analyst in Bengaluru, where you'll lead technical support activities and resolve high-priority production issues.

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.

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.

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.

Requirements

• Core Skills:

  • JavaScript
  • Agile methodologies
  • Debugging
  • Root cause analysis
  • Client communication

• Secondary Skills:

  • Consulting
  • On-call support
  • War room leadership

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.

We Offer

• Full-Time Position: Based in Bengaluru.
• Flexibility: Hybrid work options (country-dependent).
• Learning and Development: Access to cutting-edge tools, training, and industry experts.
• Competitive Compensation Package: Tailored benefits for each location.

Commitment to Inclusion

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.

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.

Let’s Connect

Fill in your details and kickstart your transformation journey.

Should you need an alternative format and/or communication support to provide feedback, please contact Sheree Atcheson.