Job Description: L1/L2 Support Professional – Sitecore Tech Stack

Role Overview

We are looking for an experienced L1/L2 Support Professional with strong hands-on exposure to the Sitecore technology stack. The role will be responsible for monitoring, troubleshooting, incident resolution, application support, and coordination with development, infrastructure, and business teams to ensure stable and uninterrupted digital platform operations.

Key Responsibilities

Provide L1 and L2 production support for Sitecore-based web applications and digital experience platforms.
Monitor application availability, performance, scheduled jobs, integrations, publishing queues, and system health.
Analyze, troubleshoot, and resolve incidents related to Sitecore CMS, content publishing, workflows, templates, components, search, caching, and user access.
Perform initial triage, root-cause analysis, and escalation for application, infrastructure, deployment, and integration issues.
Support content authors and business users with Sitecore Content Editor, Experience Editor, media library, workflow, and publishing-related queries.
Coordinate with development, QA, DevOps, infrastructure, and third-party teams for issue resolution and release support.
Track incidents, service requests, changes, and problem tickets using ITSM tools such as ServiceNow, Jira, or equivalent platforms.
Prepare support documentation, knowledge articles, runbooks, SOPs, and troubleshooting guides.
Support deployments, validations, smoke testing, and post-release monitoring across lower and production environments.
Ensure adherence to SLA, incident management, change management, security, compliance, and operational governance processes.

Required Skills and Experience

4–6 years of overall IT experience with at least 2 years of support experience in Sitecore-based applications.
Good understanding of Sitecore CMS concepts, including content tree, templates, layouts, renderings, workflows, publishing, indexing, and caching.
Hands-on experience supporting Sitecore XP/XM platforms; exposure to Sitecore 9.x or above is preferred.
Working knowledge of .NET, C#, ASP.NET MVC, IIS, SQL Server, HTML, CSS, JavaScript, and REST/API integrations.
Experience troubleshooting Solr search, Sitecore indexing, publishing failures, broken links, content synchronization, and environment-related issues.
Familiarity with Azure DevOps, CI/CD pipelines, Git, deployment processes, and release validation activities.
Ability to analyze application logs, event logs, Sitecore logs, IIS logs, and monitoring alerts to identify issue patterns.
Experience working in Agile, ITIL, or managed services support environments.
Strong verbal and written communication skills with the ability to interact with business users, technical teams, and stakeholders.

Preferred Skills

Exposure to Sitecore SXA, JSS, Headless, XM Cloud, or Sitecore Personalization.
Knowledge of Sitecore Helix principles and component-based architecture.
Experience with cloud platforms such as Microsoft Azure or AWS.
Understanding of monitoring tools, application performance management tools, and alerting dashboards.
Sitecore certification or Microsoft certification would be an added advantage.
Experience supporting global enterprise websites, multilingual sites, or multi-region digital platforms.

Education and Qualification

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
Relevant experience in web application support, CMS support, or digital platform operations may be considered in lieu of formal qualifications.

Support Expectations

Ability to work in rotational shifts or extended support windows based on business requirements.
Willingness to provide weekend or on-call support during critical releases, outages, or planned maintenance activities.
Strong ownership mindset with focus on timely resolution, proactive communication, and continuous service improvement.

Key Performance Indicators

Incident response and resolution within agreed SLA timelines for priority-based tickets.
First-contact resolution rate for common L1 issues related to access, publishing, content updates, and standard user queries.
Reduction in recurring incidents through proactive monitoring, root-cause analysis, and problem management support.
Application availability and stability maintained through effective monitoring, timely escalation, and preventive action.
Accuracy and completeness of ticket documentation, including issue summary, troubleshooting steps, resolution details, and closure notes.
Timely communication of incident status, risks, dependencies, and resolution progress to stakeholders and support teams.
Successful completion of deployment validation, smoke testing, and post-release checks within defined timelines.
Quality and currency of knowledge base articles, SOPs, runbooks, and support documentation.
Adherence to ITIL processes, change management guidelines, compliance requirements, and operational governance standards.
Contribution to continuous improvement initiatives, automation opportunities, and support process optimization.

Candidate Profile

The ideal candidate should be a proactive support professional with strong troubleshooting capability, good Sitecore platform understanding, and the ability to work effectively with both technical and business teams. The candidate should be comfortable operating in a fast-paced support environment and should demonstrate accountability, clear communication, and a service-oriented approach.

L1/L2 Support Professional Sitecore Tech Stack