Senior L3 Technical Support Engineer — Incident War Room Lead

twentysix; United Kingdom; Hybrid; GBP 5,000 - 8,000; Full time

Benefits offered by this job

Hybrid work options

Learning and development

Job summary

Valtech is seeking an L3 Technical Support Engineer in Bengaluru, offering hybrid work options. You will lead Level 3 incident resolutions, debug server-side JavaScript, and perform root-cause analyses to improve platform stability.

Collaborative, fast-paced environment with cross-functional teams and 24/7 readiness during critical incidents. You bring 4+ years of experience, a growth mindset, and a drive to deliver exceptional client support.

Qualifications

• 4+ years of experience in technical support engineering or similar roles.
• Strong problem-solving and analytical skills for high-priority incidents.
• Clear, effective communication with clients and cross-functional teams.
• Experience with Agile methodologies is a plus.

Responsibilities

• Lead L3 incident resolution with detailed analysis and urgency.
• Debug server-side JavaScript and platform components to fix defects.
• Perform root-cause analyses and implement permanent fixes.
• Monitor system health and ensure production readiness of SFCC environments.
• Act as a primary technical contact for clients and communicate status.
• Lead and participate in war room sessions during outages.
• Provide on-call support outside business hours on a rotational basis.
• Create and maintain knowledge base articles and runbooks.
• Collaborate with development, QA and DevOps to deploy fixes.

Skills

Incident resolution

Root cause analysis

JavaScript debugging

Agile methodologies

Client communication

Tools

Knowledge management tools

Job description

Valtech is seeking an L3 Technical Support Engineer in Bengaluru, offering hybrid work options. You will lead Level 3 incident resolutions, debug server-side JavaScript, and perform root-cause analyses to improve platform stability.

Collaborative, fast-paced environment with cross-functional teams and 24/7 readiness during critical incidents. You bring 4+ years of experience, a growth mindset, and a drive to deliver exceptional client support.