L3 Technical Support Engineer

About the Role

Valtech is seeking an L3 Technical Support Engineer who is passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 4+ years of experience, a growth mindset, and a drive to make a lasting impact. You’ll thrive as a curious problem solver, a collaborator who values teamwork and knowledge-sharing, and someone excited by the intersection of technology, creativity and data. What You'll Do

• Lead Level 3 technical support activities, performing detailed analysis, debugging, identifying root causes, and resolving high-priority production issues with a strong sense of urgency.

• Proficiently debug server-side JavaScript and other platform components to isolate and fix production defects.

• Conduct thorough root cause analysis for recurring issues, implementing preventive measures and permanent fixes to enhance platform stability.

• Proactively monitor system health, identify potential issues, and ensure the optimal performance and availability of SFCC environments.

• Serve as a primary technical contact for clients, providing clear and timely communication on incident status, resolution plans, and technical explanations.

• Lead and actively participate in "War Room" situations during critical outages or incidents, coordinating efforts with cross-functional teams (development, QA, L2, DevOps, client) to drive rapid resolution.

• Provide dedicated on-call support outside of standard business hours on a rotational basis to ensure 24/7 coverage for critical incidents.

• Create and maintain comprehensive documentation, knowledge base articles, runbooks, and troubleshooting guides to empower L1/L2 teams and improve incident resolution efficiency.

• Collaborate closely with development, QA, and DevOps teams to escalate complex issues and drive resolution. What We're Looking For

• 4+ years of experience in relevant technical support or engineering roles with a growth mindset and drive to make an impact.

• 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).