Salesforce B2C Commerce L2 - Support Agent

TL;DR

Salesforce B2C Commerce L2 - Support Agent: Monitoring the production platform and managing day-to-day tickets received in the support queue with an accent on the health of the applications. Focus on applying workarounds, problem linkage, and ensuring effective communication within the team and with customers.

Location: Based in Bengaluru.

Company

hirify.global is the experience innovation company that exists to unlock a better way to experience the world.

What you will do

• Regularly monitor the production platform and report on the health of applications.
• Manage day-to-day tickets received in the support queue, providing initial analysis and escalating to L3 when required.
• Maintain acknowledgement and closure SLAs, ensuring proper ticket prioritization and quality resolution.
• Communicate effectively within the team and with customers.
• Create and modify documents based on needs and requirements.

Requirements

• 4 years of experience in support activities, handling L2 incidents, and monitoring the health of production platforms.
• In-depth knowledge and troubleshooting skills.
• Expertise in SFB2C, Order Management systems, and ITIL processes for incidents.
• Understanding of end-to-end e-commerce workflows.
• Hands-on experience with support tools such as Service Now, Dynatrace, Grafana, Kibana, Open Search, and Mulesoft.
• Experience monitoring SFTP batch jobs and system alerts.

Culture & Benefits

• Flexibility with hybrid work options (country-dependent).
• Learning and development opportunities with access to cutting-edge tools, training, and industry experts.
• Competitive compensation package tailored to each location.