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
- Our values of share, care and dare
- A workplace culture that fosters creativity, diversity and autonomy
- Our borderless, global framework, which enables seamless collaboration
The Role
As a L2 Team Agent – Mobile Apps, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 3+ 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
- Act as the point of escalation for incidents unresolved by L1 support (functional or technical).
- Diagnose and resolve recurring user issues, service requests, and app configuration problems.
- Perform incident triage, categorization, and prioritization (P1–P4 severity levels).
- Investigate issues using logs, monitoring tools, and user reports (Firebase, Grafana, Kibana dashboards)
- Collaborate with L3 support and development teams for bug fixes and complex issues.
- Work with business teams (store associates, managers) to clarify problems and provide workarounds where possible.
- Document troubleshooting steps, known error records, and maintain the knowledge base for faster resolutions.
- Participate in war room sessions for critical (P1) incidents and provide timely communication to stakeholders.
- Support minor enhancements, configurations, and access requests (via ServiceNow/JIRA).
- Ensure compliance with ITIL processes (incident, problem, and change management).
Must have
To be considered for this role, you must meet the following essential qualifications:
- Education: A Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field is typically required.
- 3–5 years of experience in L2 application support, preferably in mobile apps or enterprise retail applications.
- A good understanding of the iOS app ecosystem, including:
- Swift / SwiftUI basics
- App behaviors
- Integration touchpoints
- Familiarity with REST APIs and JSON, and how they connect with backend systems.
- Hands-on experience with incident tracking tools like:
- ServiceNow
- JIRA
- Confluence
- Working knowledge of monitoring and logging tools, such as:
- Firebase Crashlytics
- Grafana
- Kibana
- Strong analytical and troubleshooting skills to resolve issues quickly and effectively.
- Excellent communication skills to collaborate across teams and with business users.
- Willingness and ability to work in a 24/7 global support environment with shift rotations.
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 to see how we’re creating a more equitable Valtech for all.
The Benefits
This is a Full-Time position based in Bengaluru.
Beyond a competitive compensation package, we offer:
- Flexibility, with hybrid work options (country-dependent)
- 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.