Sfcc l3 - support agent

• Trouble shooting and RCA: Responsible for resolving complex issues that L2 support cannot address with right root cause analysis and work around solutions
• Effective utilization of tools and documentations
• Excellent knowledge on log analysis (System logs, Server logs and Application logs)
• Ticket Management: Manage escalated tickets from L2, ensuring timely resolution with right prioritization of tickets. Identify the scope for shift left topics to L2
• On-Call: Participate in on-call rotations to provide 24/5 support for critical incidents. also, to be available over week end on trigger of on-call by L2 team
• Documentation: Effective utilization of trainings and documents
• Creation/modification of documents based on the needs/requirements

• 4 years of experience in support activities on handling the L3 incidents
• Solid understanding and hands-on experience on Salesforce (SFB2C, SFRA)
• Strong knowledge and experience on Business Manager (BM) features and modules
• Knowledge on APIs (Mulesoft preferrable)
• Expertize on analyzing System logs, server logs and application logs
• Experience with support tools (Service Now, Dynatrace, Grafana, Open Search, Kibana, Jira, Confluence)
• Knowledge on cloud platforms like AWS, Azure, or Google Cloud

Experienced in Agile methodologies and consulting (a plus)

• Flexibility, with hybrid work options (country-dependent)
• Learning and development, with access to cutting-edge tools, training and industry experts