L3 Ecommerce-Support

About the role

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 As an SFCC L3 Technical Support Engineer, you are passionate about experience innovation and eager to push the boundaries of what's possible. You bring 6+ 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 SFCC code, identifying root causes, and resolving high-priority production issues with a strong sense of urgency. Code Debugging & Analysis: Proficiently debug SFCC 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

• To be considered for this role, you must meet the following essential qualifications:
• Salesforce Commerce Cloud (SFCC/Demandware) - especially debugging, incident management, and code analysis.Good to have: MuleSoft, Content Management Systems (e.g., Oracle Commerce Business Control Center (BCC)), Java/J2EE principles
• Salesforce Commerce Cloud (SFCC/Demandware): Expert-level technical understanding of the SFCC platform, including Business Manager, SiteGenesis/SFRA architecture, controllers, pipelines (if applicable), services framework, and job schedules.
• SFCC Debugging & Troubleshooting: Proven ability to debug SFCC code (server-side JavaScript), analyze logs (custom logs, system logs, web logs), and use SFCC diagnostic tools to identify and resolve complex production issues.
• Code Analysis: Strong capability to read, understand, and analyze SFCC codebase to pinpoint the source of bugs and propose effective solutions.
• Web Technologies: Solid understanding of web technologies including HTML, CSS, JavaScript (client-side and server-side), AJAX, JSON, XML.
• API & Integrations: Experience with SFCC integrations, including understanding of REST/SOAP APIs and data exchange formats.
• Database Concepts: Basic understanding of database concepts as they relate to SFCC data structures and interactions.
• Version Control: Familiarity with Git or other version control systems for code management.
• Monitoring Tools: Experience with application performance monitoring (APM) tools for identifying performance bottlenecks.
• Good to have Skills:
• MuleSoft: Basic understanding or hands-on experience with MuleSoft Anypoint Platform for API-led connectivity and integration, particularly concerning SFCC integrations.
• Content Management Systems (CMS): Familiarity with other CMS platforms like Oracle Commerce Business Control Center (BCC) or similar, understan

Benefits

Additional Information

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.

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