L2 Support Analyst

Valtech

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 an L3 Technical Support Engineer, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 4+ 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)  Role & 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. 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. 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.  Commitment to reaching all kinds of people  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.   The Benefits   This is a Full-Time position based in Bengaluru. Beyond a competitive compensation package, we offer:  * Flexibility, with hybrid work options (country-dependent)  * Learning and development, with access to cutting-edge tools, training and industry experts. Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.    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.  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.  Are you ready to create what’s next? Join us.

Valtech

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 Oracle Retail Xstore L3 Lead , you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 6-8 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)  Role Responsibilities * Lead and oversee the resolution of high-priority incidents by performing deep technical analysis, ensuring timely service restoration, and minimizing business impact. * Manage the full lifecycle of incidents and problem tickets, ensuring proper categorization, prioritization, RCA documentation, and closure in alignment with ITIL practices. * Coordinate across cross-functional teams (L2, Development, DevOps, QA, PO PPOs and other AMS teams) to drive quicker resolution and prevent recurring issues. * Perform proactive problem management by identifying trends, defining permanent fixes and supporting continuous improvement initiatives. * Act as the primary escalation point for critical store or production outages and provide expert guidance for troubleshooting and resolution. * Maintain strong documentation including technical knowledge articles, SOPs, workaround procedures, and known-error records. * Track operational performance through KPIs and SLAs to improve service delivery and system stability. * Mentor and guide junior team members, ensuring knowledge sharing and high-quality support standards Must have qualifications * Oracle Retail Xstore POS Strong hands-on technical support experience on Xstore v23+ (Java-based framework) * Xcenter / Xstore Office Understanding of back-office integration and store configuration * Programming Java, Spring, SQL, XML, JSON * Integration Web services  (REST/SOAP), Oracle Retail Suite modules * Troubleshooting Log analysis, debugging, performance tuning * Deployment Tools  Jenkins, Git * Database Oracle / SQL Server proficiency * OS & Environments  Windows,Xstore,Xenvironment,Xservices * Retail Domain Store operations, POS transactions lifecycle 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.  Commitment to reaching all kinds of people  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.   The benefits   This is a Full Time position based in Bengaluru in India. Beyond a competitive compensation package, 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  Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.    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.    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.  Are you ready to create what’s next? Join us.

Valtech

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 an L2 Support, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 4+ 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)  Role & Responsibilities * provides functional support, * handling day-to-day support activities (ticket management, monitoring, reporting, recoveries). * maintaining SLAs with right prioritizaties of the tickets and quality of resolution. . Must have To be considered for this role, you must meet the following essential qualifications:  * In-depth knowledge and troubleshooting skills * Expertise on SFB2C, Order Management system and ITIL process on incidents * Understanding end-to-end e-commerce work flow. * Hands-on experience with support tools (Service Now, Dynatrace, Grafana, Kibana, Open Search, Mulesoft) * Monitoring SFTP batch jobs and system alerts."  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.  Commitment to reaching all kinds of people  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.   The Benefits   This is a Full-Time position based in Bengaluru. Beyond a competitive compensation package, we offer:  * Flexibility, with hybrid work options (country-dependent)  * Learning and development, with access to cutting-edge tools, training and industry experts. Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.     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.  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.  Are you ready to create what’s next? Join us.