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As an SFCC-L3 Support Agent, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 3+ years of experience, a growth mindset and a drive to make a lasting impact.
Job Responsibility:
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
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
Nice to have:
Experienced in Agile methodologies and consulting (a plus)
What we offer:
Flexibility, with hybrid work options (country-dependent)
Learning and development, with access to cutting-edge tools, training and industry experts