About this role
Hub Support Engineer
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. The Opportunity 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
The Role As a Hub 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 Own the end-to-end problem management process: identification, prioritization, root cause analysis coordination and permanent-fix tracking for recurring incidents across all Salesforce clouds. Act as the escalation hub between L2/L3 support teams and shared specialist resources (e.g. shared Marketing Cloud consultant, shared L2/L3 pool) working across multiple brands. Monitor SLA performance (response/resolution times per incident criticality) and drive corrective action plans whenever targets are at risk. Coordinate major incident management: triage, cross-team coordination, stakeholder communication and post-incident reviews. Consolidate and analyze incident and problem trends across brands to identify systemic issues and drive continuous improvement. Facilitate weekly project committees and contribute to monthly steering committee reporting (KPIs, backlog, risks, corrective actions). Ensure consistent use of ITSM tooling (incident tracking and change/evolution tracking tools) and maintain data quality of tickets. Coordinate cross-team collaboration between the AMS support streams and other IT/ecosystem teams (ERP, POS, middleware, security). Support knowledge management processes, ensuring documentation is created and kept up to date in the appropriate collaborative tools. Contribute to capacity planning and resource allocation across the support hub based on incident/ticket volume trends. Support security-incident coordination in collaboration with information security teams.
Must have qualifications Proven experience in IT service management, incident and problem management (ITIL practices) within a multi-cloud CRM/Commerce/Marketing environment. Strong