L3 Support Agent

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 L3 Support - Agent, 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:

• Troubleshooting & Root Cause Analysis (RCA):
  Responsible for resolving complex issues escalated from L2 support by performing thorough root cause analysis and implementing effective workarounds. Leverage support tools and documentation efficiently to drive resolution. Demonstrate strong expertise in analyzing system, server, and application logs.
• Ticket Management:
  Manage escalated tickets from L2, ensuring timely resolution with appropriate prioritization. Identify opportunities to shift recurring issues to L2 support through knowledge sharing and process improvements.
• On-Call Support:
  Participate in on-call rotations to provide 24/5 support for critical incidents. Be available during weekends when triggered by the L2 team for urgent support needs.
• Documentation:
  Utilize existing training materials and documentation effectively. Create and update support documents as needed to reflect evolving processes and solutions.

Must have:

To be considered for this role, you must meet the following essential qualifications:

• Education: A Bachelor's or Master’s degree in computer science, Engineering, or a related technical field is typically required.
• 4 years of experience in support activities, handling L3 incidents
• Solid understanding and hands-on experience with Salesforce (SFB2C, SFRA)
• Strong knowledge and experience with Business Manager (BM) features and modules
• Working knowledge of APIs, with a preference for MuleSoft
• Expertise in analyzing system logs, server logs, and application logs
• Proficient in using support tools: ServiceNow, Dynatrace, Grafana, OpenSearch, Kibana, Jira, and Confluence
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.

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.