Senior Lead Salesforce Marketing Cloud (SFMC) Application Support Engineer

Publicis Sapient; Ciudad de México; Híbrido; MXN 900.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Hybrid work model

Professional development

Descripción de la vacante

Publicis Sapient is seeking a Senior Lead L1/L2 Salesforce Marketing Cloud Application Support Engineer to provide production support across Salesforce-based distribution platforms, with focus on Marketing Cloud, Account Engagement, and customer engagement workflows. Responsibilities include incident resolution, RCA, release validation, vendor coordination, and integration support.

The ideal candidate has 8+ years in relevant support roles, hands-on SFMC experience, ITIL knowledge, and strong

Formación

• 8+ years in Application/Production/Platform Support or Operations Engineering environments.
• Hands-on experience with Salesforce Marketing Cloud environments (campaigns, journeys, automations, data loads).
• Experience troubleshooting campaign failures, data loads, synchronizations, and integration failures.
• Strong understanding of marketing technology platforms and customer engagement workflows.
• Experience with REST/SOAP APIs, SFTP, file-based interfaces, and enterprise integration patterns.
• Experience with RCA, production incident management, and problem management.
• Familiarity with ITIL processes (Incident, Problem, Change, Request, Knowledge).
• Experience with enterprise service management tools (Jira Service Management, ServiceNow, etc.).
• Excellent communication across technical teams, stakeholders, and vendors.

Responsabilidades

• Provide production support and incident resolution for Salesforce Marketing Cloud-based landscapes.
• Perform root cause analysis and implement preventive measures.
• Coordinate releases, vendor communications, and integration support.
• Monitor platforms and drive continuous service improvement across marketing/distribution systems.
• Collaborate with cross-functional teams to resolve complex incidents and optimize performance.

Conocimientos

Salesforce Marketing Cloud

Incident management

Root Cause Analysis

REST/SOAP APIs

Jira Service Management

SQL

Data integration

Communication

Herramientas

Splunk

AppDynamics

Dynatrace

New Relic

ServiceNow

Descripción del empleo

Job Description

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.

Qualifications

• 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]

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.