SFCC L3 - Support Agent (Ecommerce)

TL;DR

SFCC L3 Support Agent (Ecommerce): Responsible for resolving complex L3 issues for a Salesforce Commerce Cloud platform with an accent on root cause analysis, log analysis, and effective ticket management. Focus on ensuring timely resolution of critical incidents and utilizing various support tools and cloud platforms.

Location: Hybrid in Bengaluru, India

Company

hirify.global is an experience innovation company that helps leading brands transform their digital presence by blending data, AI, creativity, and technology.

What you will do

• Resolve complex L3 issues with thorough root cause analysis and workaround solutions.
• Manage escalated tickets, ensuring timely resolution and prioritization.
• Participate in on-call rotations to provide 24/5 support for critical incidents.
• Utilize and maintain documentation, creating/modifying as needed.

Requirements

• 4 years of experience in L3 incident support activities.
• Solid understanding and hands-on experience with Salesforce (SFB2C, SFRA) and Business Manager features.
• Knowledge of APIs (Mulesoft preferred).
• Expertise in analyzing system, server, and application logs.
• Experience with support tools (Service Now, Dynatrace, Grafana, Open Search, Kibana, Jira, Confluence).
• Knowledge of cloud platforms like AWS, Azure, or Google Cloud.

Culture & Benefits

• Opportunity for continuous learning, meaningful impact, and professional growth.
• Values-driven culture fostering creativity, diversity, and autonomy.
• Borderless, global framework for seamless collaboration.
• Competitive compensation package.
• Flexibility with hybrid work options (country-dependent).
• Access to cutting-edge tools, training, and industry experts.

Hiring process

• Talent Acquisition team reviews applications.
• If skills and experience align, the team will reach out for next steps.