L3 Support Analyst

Responsibilities

• Lead Level 3 technical support activities, including detailed analysis, debugging, and resolving high-priority production issues.
• Perform deep code debugging of server-side JavaScript and other platform components to isolate and fix defects.
• Conduct thorough root cause analysis (RCA) for recurring issues and implement permanent preventive measures.
• Proactively monitor system health and ensure the optimal performance and availability of SFCC environments.
• Serve as the primary technical contact for clients, providing clear communication on incident status and resolution plans.
• Lead "War Room" situations during critical outages, coordinating with development, QA, DevOps, and client teams.
• Provide dedicated on-call support on a rotational basis to ensure 24/7 coverage for critical incidents.
• Maintain comprehensive documentation, including knowledge base articles, runbooks, and troubleshooting guides.

Requirements

• 4+ years of experience in technical support or engineering roles.
• Proficiency in server-side JavaScript debugging and code analysis.
• Strong experience in root cause analysis (RCA) and incident management.
• Experience working within Agile methodologies.
• Ability to provide on-call availability for critical incident response.
• Exceptional problem-solving skills and the ability to lead technical teams during high-stress crisis situations.
• Excellent verbal and written communication skills for interacting with both technical and non-technical stakeholders.

Benefits

• Competitive compensation package.
• Hybrid work options (country-dependent).
• Access to continuous learning and development opportunities, including cutting-edge tools and industry experts.

About the Company

Valtech is the experience innovation company that helps brands unlock new value in an increasingly digital world. By blending crafts, categories, and cultures, we drive transformation for leading global organizations at the intersection of data, AI, creativity, and technology.