Senior Lead SFMC Production Support Engineer

Publicis Groupe

Ciudad de México

Híbrido

MXN 900.000 - 1.300.000

Jornada completa

Hace 10 días

Generador de candidaturas

Transforma esta oferta en una entrevista — un currículum y una carta de presentación creados pensando en lo que quiere el empleador.

Supera los filtros ATS

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.