Senior Lead Salesforce Marketing Cloud (SFMC) Application Support Engineer

Publicis Groupe; Ciudad de México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Wellness program

Paid leave

Descripción de la vacante

Publicis Sapient is seeking a Senior Lead L1/L2 Salesforce Marketing Cloud Application Support Engineer to own production support for a Salesforce-based distribution landscape, focusing on Marketing Cloud, Account Engagement, and integrations. The role emphasizes incident resolution, RCA, release validation, and vendor coordination across critical platforms.

The ideal candidate will mentor junior engineers, lead RCA reviews, and collaborate with campaign operations, application owners, and

Formación

• 8+ years of experience in Application Support, Production Support, Platform Support, or Operations Engineering environments.
• Hands-on experience supporting Salesforce Marketing Cloud environments, including campaigns, journeys, automations, audience segmentation, personalization, email execution, and marketing operations.
• 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.
• Experience supporting applications integrated through REST APIs, SOAP APIs, SFTP, file-based interfaces, and enterprise integration patterns.
• Experience conducting Root Cause Analysis (RCA), production incident management, problem management, and impact assessments.
• Experience using monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, New Relic, or similar platforms.
• Working knowledge of Salesforce Customer 360 concepts and cross-platform data synchronization processes.
• Strong understanding of ITIL processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Experience with enterprise service management platforms such as BMC Helix, Jira Service Management, ServiceNow, or similar tools.
• Excellent verbal and written communication skills with the ability to coordinate across technical teams, business stakeholders, and external vendors.

Responsabilidades

• Monitor and support Salesforce Marketing Cloud campaigns, customer journeys, automations, scheduled processes, integrations, and data synchronization activities to ensure platform stability and SLA compliance.
• Investigate, troubleshoot, and resolve L2 incidents related to campaign execution, subscriber and prospect data, segmentation, personalization, access management, and application integrations.
• Perform root cause analysis (RCA) for recurring production issues and drive permanent corrective actions in collaboration with development, platform, infrastructure, and vendor teams.
• Support release validation, deployment activities, regression testing, change management processes, and post-release hypercare.
• Validate and troubleshoot integrations leveraging REST APIs, SOAP APIs, SFTP, file-based interfaces, and enterprise data synchronization processes.
• Analyze logs, monitoring dashboards, alerting systems, and operational metrics to identify failure points, assess impact, and coordinate service restoration.
• Create and maintain operational runbooks, knowledge articles, support documentation, known-error records, and service recovery procedures.
• Collaborate with business users, campaign operations teams, application owners, and external vendors to ensure reliable operation of the Distribution application ecosystem.
• Mentor L1/L2 analysts, lead RCA reviews, and contribute to Incident, Problem, Change, Request, and Knowledge Management processes.

Conocimientos

Salesforce Marketing Cloud

Incident management

ITIL

Salesforce integration

Monitoring tools

SQL

Leadership

Salesforce Account Engagement

Troubleshooting

Herramientas

Splunk

AppDynamics

Dynatrace

New Relic

Jira Service Management

ServiceNow

BMC Helix

Descripción del empleo

Company description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Overview

We're seeking an Senior Lead L1/L2 Salesforce Marketing Cloud Application Support Engineer to provide production support and operational ownership across a Salesforce-based Distribution application landscape, with a primary focus on Salesforce Marketing Cloud, Account Engagement, customer engagement workflows, and integrated business applications. This role is responsible for incident resolution, root cause analysis, release validation, vendor coordination, integration support, and continuous service improvement across business-critical marketing and distribution platforms.

The ideal candidate combines strong application support experience with hands-on expertise in Salesforce Marketing Cloud operations, troubleshooting, incident management, integrations, and ITIL-based service management practices. This is a senior support role requiring technical leadership, ownership of complex production issues, and mentoring of junior support engineers.

Your Impact

• Monitor and support Salesforce Marketing Cloud campaigns, customer journeys, automations, scheduled processes, integrations, and data synchronization activities to ensure platform stability and SLA compliance.


• Investigate, troubleshoot, and resolve L2 incidents related to campaign execution, subscriber and prospect data, segmentation, personalization, access management, and application integrations.


• Perform root cause analysis (RCA) for recurring production issues and drive permanent corrective actions in collaboration with development, platform, infrastructure, and vendor teams.


• Support release validation, deployment activities, regression testing, change management processes, and post-release hypercare.


• Validate and troubleshoot integrations leveraging REST APIs, SOAP APIs, SFTP, file-based interfaces, and enterprise data synchronization processes.


• Analyze logs, monitoring dashboards, alerting systems, and operational metrics to identify failure points, assess impact, and coordinate service restoration.


• Create and maintain operational runbooks, knowledge articles, support documentation, known-error records, and service recovery procedures.


• Collaborate with business users, campaign operations teams, application owners, and external vendors to ensure reliable operation of the Distribution application ecosystem.


• Mentor L1/L2 analysts, lead RCA reviews, and contribute to Incident, Problem, Change, Request, and Knowledge Management processes.

Skills & Experience

• 8+ years of experience in Application Support, Production Support, Platform Support, or Operations Engineering environments.


• Hands-on experience supporting Salesforce Marketing Cloud environments, including campaigns, journeys, automations, audience segmentation, personalization, email execution, and marketing operations.


• 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.


• Experience supporting applications integrated through REST APIs, SOAP APIs, SFTP, file-based interfaces, and enterprise integration patterns.


• Experience conducting Root Cause Analysis (RCA), production incident management, problem management, and impact assessments.


• Experience using monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, New Relic, or similar platforms.


• Working knowledge of Salesforce Customer 360 concepts and cross-platform data synchronization processes.


• Strong understanding of ITIL processes, including Incident, Problem, Change, Request, and Knowledge Management.


• Experience with enterprise service management platforms such as BMC Helix, Jira Service Management, ServiceNow, or similar tools.


• Excellent verbal and written communication skills with the ability to coordinate across technical teams, business stakeholders, and external vendors.

Set Yourself Apart With

• Salesforce Marketing Cloud certifications (Administrator, Email Specialist, Consultant, or similar).


• Experience supporting Salesforce Account Engagement (Pardot).


• Strong SQL skills for data validation, troubleshooting, reconciliation, and production support investigations.


• Exposure to Financial Services, Asset Management, or other regulated industries.


• Experience supporting sales enablement, content management, DAM, or digital marketing platforms.


• Experience evaluating platform releases and coordinating regression testing activities across multiple integrated systems.

Salesforce Sales Cloud Administration Experience

• Support and troubleshooting experience with standard and custom objects, fields, page layouts, and record types.


• Experience managing profiles, roles, permission sets, sharing rules, and user access controls.


• Understanding of validation rules, Flow automations, and basic approval process troubleshooting.


• Familiarity with Lead, Account, Contact, Opportunity, and related Sales Cloud data models.


• Experience using Data Loader for data validation, imports, exports, and reconciliation activities.


• Ability to perform basic SOQL-based investigations and leverage debug logs for production issue analysis.


• Experience supporting integrations and data synchronization between Sales Cloud and Marketing Cloud environments.

Additional Nice-to-Have Skills

• Exposure to Salesforce Spiff or Incentive Compensation Management (ICM) platforms.


• Exposure to Salesforce Marketing Cloud Next.


• Familiarity with Apex, Lightning Web Components (LWC), or Salesforce development concepts from a support perspective.


• Experience with Single Sign-On (SSO), SCIM provisioning, identity management, and access governance.

This is a long-term, full-time (Indefinite) contract with a hybrid work model. The role requires availability to work from our offices in Polanco, Mexico City, twice a week, as well as participation in a rotating weekend on-call schedule.

Additional information

• An inclusive workplace that promotes diversity and collaboration.


• Access to ongoing learning and development opportunities.


• Competitive compensation and benefits package.


• Flexibility to support work-life balance.


• Comprehensive health benefits for you and your family.


• Generous paid leave and holidays.


• Wellness program and employee assistance.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail]