TL;DR

L2 Support Agent (System Engineering): Monitoring and maintaining production platform health, managing support tickets, and ensuring application stability with an accent on incident management, e-commerce workflows, and support tool expertise. Focus on troubleshooting, shift operations, and effective communication within a hybrid work environment based in Bengaluru.

Location: Bengaluru, India with hybrid work options (country-dependent)

Company

%hirify_global% is a global experience innovation company that partners with leading brands to drive digital transformation by blending data, AI, creativity, and technology.

What you will do

Monitor production platforms to ensure optimal availability and stability, proactively identifying issues.
Work rotational shifts including mornings, evenings, nights, and on-call support on weekends.
Manage support tickets efficiently, performing initial analysis, applying workarounds, and escalating as needed while maintaining SLA compliance.
Communicate clearly and timely with team members and customers regarding ticket status and resolutions.
Utilize and contribute to documentation and training materials for knowledge management.

Requirements

Location: Based in Bengaluru, India
English: B2 level or higher
Bachelor's or Master’s degree in computer science, engineering, or related technical field.
4+ years experience in L2 support and production platform monitoring.
Strong troubleshooting skills and expertise in Salesforce B2C Commerce, Order Management Systems, and ITIL incident management.
Hands-on experience with support tools such as ServiceNow, Dynatrace, Grafana, Kibana, OpenSearch, and MuleSoft.

Nice to have

Experience with Agile methodologies and consulting.

Culture & Benefits

Hybrid work options depending on country.
Access to cutting-edge tools, training, and industry experts for learning and development.
Values-driven culture fostering creativity, diversity, and autonomy.
Inclusive environment supporting growth and innovation.

Hiring process

Application review by Talent Acquisition team.
Next steps communicated if skills and experience align.
Reasonable accommodations available during interview process upon request.