Salesforce Marketing Cloud L2 Support Engineer

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Job Description

Overview

As an L2 Application Support Engineer – Salesforce Marketing Cloud & Integrations at Publicis Sapient, you will be part of a critical team ensuring the stability and continuity of enterprise applications. This role empowers you to directly support application performance, resolve complex incidents, and work across levels of support to deliver seamless user experiences in a dynamic production environment.

Responsibilities

• Provide second-level support for production environment issues, escalated incidents, and service requests.
• Troubleshoot complex application-level problems and coordinate with L1 and L3 teams for resolution.
• Maintain up-to-date documentation, including runbooks, SOPs, and knowledge base articles.
• Prepare post-incident reports and root cause analysis (RCA) within agreed timelines.
• Ensure SLAs and KPIs are met by responding to incidents and service requests in a timely manner.
• Support operational reporting and contribute to reusable knowledge assets.
• Participate in problem management, change management, and event management processes.
• Assist in process automation efforts and share automation opportunities with L3 teams.
• Collaborate cross-functionally with stakeholders across shifts and geographies.

Qualifications

Additional Information

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