Platform Support Engineer - AEM, Campaign & Sales Cloud

Publicis Sapient; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Publicis Sapient is seeking a Senior Marketing Platforms L1/L2 Application Support Engineer to manage a portfolio including AEM, Workfront, Campaign, and Salesforce Sales Cloud across regions. You will ensure platform stability, monitor integrations, and troubleshoot production issues in a SaaS environment.

The role requires hands-on experience with enterprise platforms, ITIL processes, and collaboration across IT and business teams to resolve incidents within SLAs.

Formación

• 3-5 years in Application Support, Production Support, Platform Operations, or related roles.
• Experience administering Adobe Experience Manager (AEM as a Cloud Service) including replication management, DAM administration, permission management, queue monitoring, troubleshooting, Cloud Manager monitoring, and platform observability.
• Experience supporting Adobe Workfront including project administration, routing rules, request queues, approval workflows, and resource configurations.
• Experience supporting Adobe Campaign v8 workflows, deliveries, scheduling, tracking logs, workflow supervision, FFDA/FDA data sources, and workflow monitoring.
• Experience with Salesforce Sales Cloud Administration including objects, fields, profiles, roles, validation rules, Flows, permission sets, sharing rules, SOQL, and troubleshooting activities.
• Knowledge of Salesforce Spiff (ICM) plan configuration, crediting logic, commission processes, synchronization validation, and reconciliation.
• Experience working with REST and SOAP APIs, Salesforce APIs, Workfront APIs, Adobe OAuth authentication, and middleware platforms such as MuleSoft or Boomi.
• Experience administering SaaS platforms including SSO, SAML, OIDC, SCIM provisioning, identity lifecycle management, and access governance.
• Hands‑on scripting experience using Python and/or Shell scripting for automation, reconciliation, batch processing, and operational support activities.
• Experience with monitoring and observability tools including Splunk, AppDynamics, Dynatrace, or New Relic.
• Strong understanding of ITIL processes including Incident, Problem, Change, and Request Management.

Responsabilidades

• Support and maintain enterprise SaaS platforms across regions.
• Monitor integrations and workflows and troubleshoot production issues.
• Perform root cause analysis and implement configuration fixes.
• Support release and access management activities across multiple regions.
• Adhere to ITIL incident, problem, change, and request management processes.

Conocimientos

Application Support

ITIL processes

Scripting (Python/Shell)

APIs (REST/SOAP)

SaaS platforms

Herramientas

Adobe Experience Manager (AEM)

Adobe Workfront

Adobe Campaign

Salesforce Sales Cloud

Seismic

Responsive RFP

MuleSoft

Boomi

Splunk

AppDynamics

Dynatrace

New Relic

Descripción del empleo

Publicis Sapient is seeking a Senior Marketing Platforms L1/L2 Application Support Engineer to manage a portfolio including AEM, Workfront, Campaign, and Salesforce Sales Cloud across regions. You will ensure platform stability, monitor integrations, and troubleshoot production issues in a SaaS environment.

The role requires hands-on experience with enterprise platforms, ITIL processes, and collaboration across IT and business teams to resolve incidents within SLAs.