Senior Salesforce Marketing Cloud Support Lead

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

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