SFMC Production support engineer

Tekskills; Bengaluru; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

Tekskills is seeking an SFMC Production support engineer for PAN India (Hybrid) with 3-6 years of experience. You will handle L1-L2 incidents, maintain run-books and SOPs, and ensure SLA adherence while coordinating with L3 and business stakeholders.

The role emphasizes incident resolution, RCA post-mortems, knowledge base updates, and opportunities for automation. Flexibility for shifts and proactive problem solving are essential.

Qualifications

• Experience supporting and troubleshooting SFMC components.
• Hands-on Salesforce MDM for managing enterprise mobile devices.
• Ability to support device provisioning, policy enforcement, and remote troubleshooting.
• Knowledge of certificate-based authentication, secure app deployment, and clipboard/data protection policies.
• Digital Data Exchange (DDX): experience with data integration and synchronization between SFMC, CRM, and third-party systems.
• Ability to troubleshoot data flow issues, ensure data integrity, and support ETL processes.
• Familiarity with real-time data exchange protocols, API-based integrations, and data privacy regulations.
• Familiarity and working experience on ecommerce projects.
• Working knowledge with ServiceNow ITSM tool
• Knowledge of Production Support processes and ITIL related practices.

Responsibilities

• Interact with L1 and keep run-books and SOPs up-to-date.
• Perform ad-hoc support tasks and prepare reports for business.
• Troubleshoot incidents/issues not covered by knowledge base and escalate as needed.
• Resolve incidents/issues as per SLA.
• Address service requests per SLA.
• Follow escalation process to L3 if unresolved within time window.
• Prepare incident post-mortems/RCA and share with stakeholders.
• Conduct shift handover as per SOPs.
• Participate in problem/change/knowledge management and incident management.
• Update knowledge base with new learnings and resolution steps.
• Ensure SLA/KPI metrics under L2 control and collect data in required tools.
• Assist shift/team lead in preparing operational reports.
• Contribute to reusable assets and knowledge sharing sessions.
• Work towards L3 support skills and training.
• POC work on different solutions and tools.
• Coordinate with L1 and L3 on various issues, incidents, service requests, and changes.
• Identify automation opportunities and share with L3.

Skills

SFMC support

Salesforce MDM

Device provisioning

Certificate authentication

DDX integration

ETL processes

API integrations

Data privacy compliance

Ecommerce projects

ServiceNow ITSM

ITIL processes

Production support

Tools

ServiceNow ITSM

Job description

Job Title: SFMC Production support engineer

Location: PAN India (Hybrid)

Experience: 3-6 years

Job Responsibilities

• Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
• Perform Ad-hoc support tasks and prepare reports for business
• Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
• Resolve the incidents/issues as per agreed SLA
• Address the service requests as per agreed SLA
• Follow the escalation process to elevate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
• Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
• Perform the shift handover activities as per agreed SOPs
• Participate in problem management, change management, knowledge management, even management etc.
• Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
• Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
• Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
• Contribute to support reusable assets and internal knowledge sharing sessions
• Work to build-up skills for L3 support level
• Work on POC of different solutions, tools etc. POC
• Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
• Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

Personal Attributes

• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
• Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
• Should be flexible to work in all shifts
• Ability to prioritize when under pressure

Skill Requirements

Must Skills

• Experience supporting and troubleshooting SFMC components
• Hands-on experience with Salesforce MDM for managing enterprise mobile devices.
• Ability to support device provisioning, policy enforcement, and remote troubleshooting.
• Knowledge of certificate-based authentication, secure app deployment, and clipboard/data protection policies.
• Digital Data Exchange (DDX): Experience with data integration and synchronization between SFMC, CRM, and third-party systems using DDX or similar frameworks.
• Ability to troubleshoot data flow issues, ensure data integrity, and support ETL processes.
• Familiarity with real-time data exchange protocols, API-based integrations, and compliance with data privacy regulations.
• Familiarity and working experience on ecommerce projects
• Working knowledge with ServiceNow ITSM tool
• Knowledge of Production Support processes and procedures.
• Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences
• Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.

Nice to have Skills

• Good understanding of Accessibility and comfortable using dev tool bar for debugging.
• Have some exposure of cloud technologies
• Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.
• Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high levelRole & responsibilities

Preferred candidate profile