Salesforce Marketing Cloud L2 Support Engineer

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.

Your Impact

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.

Your Skills and Experience

3–8 years of experience in production support roles within enterprise environments.

Proven expertise in supporting and troubleshooting Salesforce Marketing Cloud (SFMC) components.

Experience with Salesforce MDM , including device provisioning, policy enforcement, and remote troubleshooting.

Familiarity with Digital Data Exchange (DDX) and API-based integrations for syncing CRM and third-party systems.

Strong understanding of certificate-based authentication , secure app deployment, and data protection policies.

Working knowledge of e-commerce platforms and ServiceNow ITSM .

Experience with ITIL processes , including Incident, Problem, and Knowledge Management.

Ability to understand both functional and technical architecture and correlate them effectively.

Strong communication skills and a proactive, ownership-driven mindset.

Flexibility to work across shifts.

Additional information

Knowledge of accessibility standards and browser debugging tools.

Exposure to cloud technologies and infrastructure architecture.

Ability to interpret application logs and understand high-level solutions provided by L3 or development teams.

Bachelor's degree in Computer Science or a related field preferred.

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