L2 Support Specialist (Applications Support)

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Manila, Philippines

Managed Support

Globant’s Commerce Studio helps organizations create best-in-class commerce-enabled experiences, with engineering and design at its core. The goal is to meet the demands of tomorrow's customers, leveraging long-standing expertise with large and complex commerce transformations in both B2B,  B2C and D2C domains.

As an award-winning partner of enterprise-class platforms: Salesforce Commerce Cloud, Adobe Magento Commerce, and other API first, Headless Commerce surround solutions, we help clients create a competitive advantage with commerce at its core. 

Our mission is to empower companies to succeed and thrive in the ever-changing digital landscape by building best-in-class future-ready digital commerce solutions globally.



  • Address Level 2 support escalations raised by leadership, requiring in-depth troubleshooting and problem-solving.
  • Manage Level 2 complexity requests received through Slack and ServiceNow, involving intricate system interactions and advanced solutions.
  • Take charge of critical incidents, coordinating response efforts, and ensuring rapid resolution.
  • Conduct thorough root cause analysis for incidents and issues, going beyond symptoms to identify and address underlying causes.
  • Develop and implement alert and automation solutions to prevent recurring issues and optimize workflows.
  • Efficiently resolve issues within defined Service Level Agreements (SLA), ensuring minimal downtime and impact on business operations.
  • L2 support for Hybris platform, resolving complex commerce-related issues
  • Future Scope: application releases to production environments, ensuring smooth transitions and minimal disruptions.



  • Proven experience resolving complex technical issues across diverse systems and applications.
  • Experience in Hybris (SAP Commerce Cloud) platform architecture, functionalities, and troubleshooting techniques.
  • Experience resolving complex commerce-related issues and providing expert support to users.
  • Ability to diagnose and troubleshoot intricate system interactions, identify root causes, and implement effective solutions.
  • In-depth understanding of incident management methodologies like ITIL.
  • Proven ability to lead and coordinate response efforts during critical incidents.
  • Experience with incident escalation procedures and communication protocols.
  • Strong analytical and decision-making skills to prioritize critical issues and take swift action.
  • Ability to conduct thorough root cause analysis, going beyond symptoms to identify underlying causes and systemic problems.
  • Ability to develop and implement automation solutions to streamline incident resolution and prevent recurring issues.
  • Familiarity with application deployment and release management processes.


✔Multiple learning opportunities and Professional Certification Programs

✔Working as a part of a Global team in a Multicultural Environment

✔Gifted Birthday Leave

✔Rewarding Compensation Package

Dare to be different!

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What Our Team Says

We're able to build long-term trusted partnerships with our clients, because we build long-term trusted relationships with our team members.

Daniel Day | eWave