Senior Lead Salesforce Marketing Cloud Ops Engineer

Publicis Groupe ANZ; Ciudad de México; Híbrido; MXN 1.200.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Paid leave and holidays

Wellness program

Learning & development opportunities

Descripción de la vacante

Publicis Sapient in Mexico City seeks an experienced Senior Lead L1/L2 Salesforce Marketing Cloud Application Support Engineer to own production support for a Salesforce Marketing Cloud-based distribution landscape. You will drive incident resolution, RCA, release validation, integration support, and service improvements across marketing platforms.

The role requires senior technical leadership, mentoring of junior staff, and collaboration with vendor and cross-team stakeholders.

Formación

• Eight-plus years in Application/Production/Platform Support or Operations Engineering.
• Hands‑on experience supporting Salesforce Marketing Cloud environments including campaigns, journeys, automations, and data extensions.
• Experience troubleshooting campaign failures, automation errors, synchronization issues, data loads, imports/exports, data extensions, and integration failures.
• Strong understanding of marketing technology platforms and customer engagement workflows.

Responsabilidades

• Monitor and support Salesforce Marketing Cloud campaigns, journeys, automations, scheduled processes, integrations, and data synchronization to ensure platform stability and SLA compliance.
• Investigate, troubleshoot, and resolve L2 incidents related to campaigns, data, segmentation, personalization, access management, and integrations.
• Perform root cause analysis (RCA) for recurring production issues and drive permanent corrective actions with cross-functional teams.
• Support release validation, deployment activities, regression testing, change management processes, and post-release hypercare.
• Validate and troubleshoot integrations using REST APIs, SOAP APIs, SFTP, and file-based interfaces.

Conocimientos

Salesforce Marketing Cloud

Incident management

Root Cause Analysis

ITIL processes

REST/SOAP APIs integration

Monitoring tools

Sales Cloud / Account Engagement

Mentoring

Communication

Educación

Bachelor's degree in Computer Science or related field

Herramientas

Jira Service Management

ServiceNow

BMC Helix

Splunk

New Relic

Descripción del empleo

Publicis Sapient in Mexico City seeks an experienced Senior Lead L1/L2 Salesforce Marketing Cloud Application Support Engineer to own production support for a Salesforce Marketing Cloud-based distribution landscape. You will drive incident resolution, RCA, release validation, integration support, and service improvements across marketing platforms.

The role requires senior technical leadership, mentoring of junior staff, and collaboration with vendor and cross-team stakeholders.