L3 Support Analyst

About the Position

Join Valtech as an L3 Support Analyst in Bengaluru. Provide technical support, debug issues, and collaborate with teams to ensure platform stability.

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
  • Root Cause Analysis
  • Client Communication

• Secondary Skills:

  • Code Debugging
  • Production Readiness
  • War Room Leadership
  • Knowledge Management
  • Collaboration

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

• Flexibility, with hybrid work options (country-dependent)
• 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.

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