Akeneo PIM & SFCC L2 Support

About this job

Valtech, an experience innovation company partnering with global brands, is hiring for the Akeneo PIM & SFCC L2 Support position in Bengaluru. The role involves working within a rotational support team to manage the daily ticket queue and resolve technical issues for clients. The primary focus is on troubleshooting across Akeneo PIM and Salesforce B2C Commerce, ensuring data flows seamlessly from PIM contribution to storefront display. A normal day for this support engineer involves analyzing application logs, conducting root cause analysis, participating in critical incident response, communicating status updates to clients, and documenting troubleshooting steps and runbooks. The team at Valtech values collaboration, continuous learning, and an inclusive culture that fosters creativity and professional growth.

Responsibilities

• Manage daily support queue tickets, implementing workarounds and ensuring resolution within SLAs.
• Perform hands-on troubleshooting of Akeneo PIM issues such as catalog management, workflows, and data export failures.
• Resolve SFB2C issues including storefront data sync, catalog feeds, and display problems.
• Analyze end-to-end data flow from PIM contribution through integration to the storefront.
• Conduct root cause analysis for recurring or complex data issues across both platforms.
• Participate in 24/7 rotational on-call and shift support.
• Lead or participate in War Room situations during critical outages for rapid resolution.
• Create and maintain comprehensive documentation, knowledge base articles, and runbooks.

Requirements

• 5+ years of overall IT or technical support experience (with the role overview mentioning 6+ years).
• Hands-on experience troubleshooting Akeneo PIM issues.
• Hands-on experience troubleshooting Salesforce B2C Commerce issues.
• Ability to trace data flow issues end-to-end across PIM, middleware, and storefront.
• Strong analytical and root cause analysis skills.
• Willingness to work 24/7 rotational shifts and provide on-call support.
• Strong communication skills for client and stakeholder interactions.

Good to have

• Experience with e-commerce data governance or catalog data quality processes.
• Exposure to ticketing and ITSM tools such as JIRA Service Management or ServiceNow.
• Basic scripting or SQL knowledge for data validation.
• Experience with MuleSoft, Content Management Systems like Oracle Commerce BCC, or Oracle SQL.

Who should apply

This role is best suited for experienced technical support professionals with a strong background in e-commerce platforms, specifically Akeneo PIM and Salesforce B2C Commerce. Candidates who thrive in collaborative, fast-paced environments, possess strong analytical skills, and are comfortable with 24/7 rotational shifts will find this position a great fit. Valtech encourages candidates to apply even if they do not meet every single qualification or have employment gaps, as the company values diverse perspectives and a willingness to learn.

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