L3 Support Analyst
HybridBengaluru, Karnataka, India
Job Summary
Lead Level 3 technical support activities by performing detailed analysis, debugging server-side JavaScript, and resolving high-priority production issues with urgency. Conduct thorough root cause analysis for recurring problems, implement preventive measures, and ensure optimal performance of SFCC environments. Serve as the primary technical contact for clients, providing clear incident status updates and driving rapid resolution during critical "War Room" situations. Provide dedicated on-call support outside standard business hours on a rotational basis to maintain 24/7 coverage. Create and maintain comprehensive documentation, knowledge base articles, and troubleshooting guides to empower L1/L2 teams. Collaborate closely with development, QA, and DevOps teams to escalate complex issues and support new feature deployments.
Required Qualifications
- 4+ years of experience
- growth mindset
- drive to make a lasting impact
- curious problem solver
- challenges the status quo
- collaborator who values teamwork and knowledge-sharing
- intersection of technology, creativity and data
- Agile methodologies
- consulting
- Level 3 technical support activities
- detailed analysis
- debugging
- identifying root causes
- resolving high-priority production issues
- strong sense of urgency
- server-side JavaScript
- platform components
- isolate and fix production defects
- root cause analysis
- recurring issues
- preventive measures
- permanent fixes
- enhance platform stability
- Proactively monitor system health
- identify potential issues
- optimal performance
- availability of SFCC environments
- primary technical contact for clients
- clear and timely communication
- incident status
- resolution plans
- technical explanations
- War Room situations
- critical outages
- incidents
- coordinating efforts with cross-functional teams
- development
- QA
- L2
- DevOps
- client
- rapid resolution
- High reactivity
- availability
- dedicated on-call support
- outside of standard business hours
- rotational basis
- 24/7 coverage
- critical incidents
- comprehensive documentation
- knowledge base articles
- runbooks
- troubleshooting guides
- empower L1/L2 teams
- improve incident resolution efficiency
- development, QA, and DevOps teams
- escalate complex issues
- provide insights for permanent fixes
- support new feature deployments
- High Reactivity & Availability
- respond quickly
- effectively to critical incidents
- willingness to be available for on-call support
- immediate engagement during war rooms
- Superior analytical and diagnostic skills
- quickly understand complex technical issues
- devise effective solutions under pressure
- Excellent verbal and written communication skills
- explaining complex technical problems
- solutions clearly
- professionally
- technical and non-technical client stakeholders
- Proven ability to lead and coordinate technical teams
- high-stress situations
- war rooms
- rapid problem resolution
- full ownership of incidents
- identification through to resolution
- post-mortem analysis
- Strong ability to collaborate effectively
- internal and external teams
- cooperative environment
- Meticulous attention to detail
- code analysis
- troubleshooting
- documentation
- Full-Time position
- Bengaluru
- hybrid work options
- country-dependent
- cutting-edge tools
- training
- industry experts
Desired Qualifications
- a plus
- Experienced in Agile methodologies and consulting
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