SFMC Production support engineer

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

Job summary

Tekskills in India is seeking a SFMC Production Support Engineer to join a hybrid team in Gurgaon or Hyderabad. The role requires 3-6 years of experience in production support and strong incident management skills.

You will interact with L1 and L3 teams, maintain SOPs, prepare RCA reports, ensure SLA compliance, and contribute to knowledge management and automation opportunities.

Qualifications

• Experience supporting SFMC components and related platforms.
• Hands-on SFMC/MDM experience in enterprise environments.
• Knowledge of data integration, ETL, and API-based connections.

Responsibilities

• Interact with L1 and maintain run-books and SOPs up-to-date.
• Perform ad-hoc tasks and prepare business reports.
• Troubleshoot new incidents and escalate from L1 as needed.
• Resolve incidents per SLA and handle service requests accordingly.
• Follow escalation to L3 when required and within time windows.
• Prepare post-mortem/RCA reports within agreed timelines.
• Conduct shift handovers as per SOPs.
• Participate in problem/change/knowledge/event management.
• Update knowledge base with new learnings and changes.
• Ensure SLA/KPI data is collected and reported.
• Assist team lead in preparing operational reports.
• Contribute to reusable assets and internal knowledge sharing.
• Build skills for L3 support and explore automation opportunities.
• Coordinate with L1/L3 on issues, services and changes as needed.

Skills

SFMC components

Salesforce MDM

Device provisioning

Certificate-based authentication

Data integration (DDX)

ETL processes

API integrations

ITIL incident/problem/knowledge

ServiceNow ITSM

Production support processes

Cloud technologies

Troubleshooting data flow

Job description

Job Title: SFMC Production support engineer

Location: Gurgaon, Hyderabad (Hybrid)

Experience: 3-6 years

Job Responsibilities

Below are key role and responsibilities for this position:

• 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 level

Preferred candidate profile