Akeneo PIM & SFCC L2 Support

Job description

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](https://www.valtech.com/work/?utm_source=greenhouse&utm_medium=website&utm_campaign=gl_ta_talent-acquisition_aw_ba_job_description_template&utm_term=website-applicants&utm_content=job-applicants_week192025) - [Our values of share, care and dare](https://www.valtech.com/career/our-values/?utm_source=greenhouse&utm_medium=website&utm_campaign=gl_ta_talent-acquisition_aw_ba_job_description_template&utm_term=website-applicants&utm_content=job-applicants_week192025) - [A workplace culture that fosters creativity, diversity and autonomy](https://www.valtech.com/valtech-as-workplace/?utm_source=greenhouse&utm_medium=website&utm_campaign=gl_ta_talent-acquisition_aw_ba_job_description_template&utm_term=website-applicants&utm_content=job-applicants_week192025) - [Our borderless, global framework, which enables seamless collaboration](https://www.valtech.com/about/offices/?utm_source=greenhouse&utm_medium=website&utm_campaign=gl_ta_talent-acquisition_aw_ba_job_description_template&utm_term=website-applicants&utm_content=job-applicants_week192025) **The Role** As a **Akeneo Support**, 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** - **Experience Level: 6+ Years Primary Technology:** Akeneo PIM - hands-on experience in identifying and resolving PIM contribution/data issues **Secondary Technology:** Salesforce B2C Commerce (SFB2C) — hands-on experience in identifying and resolving storefront/data reflection issues (Both skills require actual hands-on issue resolution experience, not just conceptual/functional familiarity.) **Good to have:** MuleSoft, Content Management Systems (e.g., Oracle Commerce Business Control Center (BCC)), Oracle SQL **Role Overview:**We are looking for an experienced L2 Support Engineer for a rotational support team, responsible for hands-on troubleshooting of issues across both Akeneo PIM and Salesforce B2C Commerce (SFB2C) — analyzing problems from the point of PIM data contribution through to final data reflection on the storefront. **Key Responsibilities**Hands-on troubleshooting of Akeneo PIM issues — data contribution errors, workflow failures, enrichment/export issues Hands-on troubleshooting of SFB2C issues — data ingestion, catalog sync, storefront display/reflection issues Analyze end-to-end data flow — from PIM contribution through integration/middleware until data reflects correctly on the SFB2C storefront Perform root cause analysis (RCA) across both systems for recurring or complex data issues Collaborate with L1/L3 teams and cross-functional stakeholders to drive resolution within SLA Participate in 24/7 rotational on-call/shift support Document known issues, fixes, and runbooks for the support knowledge base. **Required Skills & Experience**5+ years of overall IT/technical support experience Hands-on experience troubleshooting Akeneo PIM issues (catalog management, product enrichment, workflows, data export/import failures) Hands-on experience troubleshooting SFB2C issues (storefront data sync, catalog feed issues, display/reflection problems) Ability to trace data flow issues end-to-end across PIM → integration/middleware → storefront Familiarity with API/integration troubleshooting (REST APIs, connectors, or middleware tools) — assumed relevant, confirm if applicable Strong analytical and RCA skills Willingness to work 24/7 rotational shifts **Good to Have**Experience with e-commerce data governance or catalog data quality processes Exposure to ticketing/ITSM tools (JIRA Service Management, ServiceNow, etc.) Basic scripting/SQL knowledge for data validation **Soft Skills**Strong communication skills to interface with client/stakeholder teams Ownership mindset for issue resolution until closure Ability to work independently in a rotational shift environment **Scope of Work:**) L2 Incident Resolution: Manage daily tickets in the support queue, including initial analysis, implementing workarounds, and ensuring timely acknowledgment and resolution within established Service Level Agreements (SLAs). 2.)Troubleshooting & Diagnosis: Resolve advanced technical issues escalated from L1 support, conducting in-depth troubleshooting and diagnosing complex problems across SFCC, PWA, and associated commerce applications. This includes analyzing application logs, errors, and alerts. Client Interaction: Serve as a primary technical contact for clients, providing clear and timely communication on incident status, resolution plans, and technical explanations. War Room Leadership: 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. High reactivity and availability are key during these times. On-Call Support: Provide dedicated on-call support outside of standard business hours on a rotational basis to ensure 24/7 coverage for critical incidents. This is not shift-based, but rather dedicated on-call availability. Knowledge Management: Create and maintain comprehensive documentation, knowledge base articles, runbooks, and troubleshooting guides to empower L1/L2 teams and improve incident resolution efficiency. Collaboration: Work closely with development, QA, and DevOps teams to escalate complex issues, provide insights for permanent fixes, and support new feature deployments or platform upgrades. If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn. Commitment to reaching all kinds of people We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. [Explore our Diversity & Inclusion site](https://www.valtech.com/about/diversity-inclusion/) to see how we’re creating a more equitable Valtech for all. **The benefits** This is a **Full Time** position based in **Bengaluru/Pune/ Ahmedabad /Gurugram in India.** Beyond a competitive compensation package, we offer: - Flexibility, with remote and hybrid work options (country-dependent) - Career advancement, with international mobility and professional development programs - Learning and development, with access to cutting-edge tools, training and industry experts Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process. **Your application process** Once you apply, our Talent Acquisition team will review your application. If your skills and experience align with the role, we’ll reach out for next steps. ⚠️ Beware of recruitment fraud: Only engage with official Valtech email addresses ending in @valtech.com. We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know. **About Valtech** Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world. At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more. At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate. Are you ready to create what’s next? Join us.