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Salesforce marketing cloud support L3

Diverse Lynx India
Location not stated
Senior
4 months ago
  • Oracle
  • RHEL
  • Unix
  • Linux
  • ServiceNow
  • Incident Management
  • triage
  • Jira
  • SQL
  • SFTP
  • Marketing Cloud
  • Salesforce CRM
  • MCP
  • Change Management
  • ITIL
  • Splunk
  • Dynatrace
  • Datadog
  • SOAP
  • Sales Cloud
  • MuleSoft
  • Azure
  • CI/CD
4 months ago
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Role Summary
Hands‐onL3 Application Support contractor responsible for production support of enterprise applications with a strong focus onSalesforce Marketing Cloud (MCE). The role supportscampaign execution, automations, integrations, and incident resolution in a high‐volume, SLA‐driven production environment. Expected to operate independently with minimal oversight.
Skills Required:: SFMC / MCE, Oracle DB, RHEL, Unix Server, Linux SRE, ServiceNow

Key Responsibilities
Production Support & Incident Management
  • Monitor production systems and applications; identify, triage, and resolve issues to minimize downtime.
  • Manage and document incidents using ServiceNow and/or Jira, ensuring SLA adherence.
  • Participate inon‐call support on a rotational basis, including after‐hours support during critical incidents or releases.
Salesforce Marketing Cloud (MCE) Support
  • Provide production support for Salesforce Marketing Cloud components:
    • Email Studio
    • Journey Builder
    • Automation Studio
    • Contact Builder
  • Troubleshoot issues related to:
    • Failed journeys, triggered sends, and scheduled campaigns
    • Automations, data refreshes, and Data Extensions
    • Campaign execution and delivery timelines
Root Cause & Problem Management
  • Perform root cause analysis for recurring incidents.
  • Identify and implement permanent fixes to prevent repeat failures, especially for campaign and data‐driven issues.
Data & Integration Support
  • Support data flows including SQL‐based automations, imports/exports, and SFTP feeds.
  • Troubleshoot API and integration failures between Marketing Cloud and upstream/downstream systems (e.g., Salesforce CRM).
Change, Release & Documentation
  • Support deployment and validation of campaigns, journeys, automations, and configuration changes.
  • Maintain runbooks, support documentation, and operational procedures.
  • Ensure compliance with security, data privacy, and consent requirements.

Must‐Have Skills & Experience
Experience
  • 4–6 years of experience inapplication or production support roles.
  • Prior hands‐on production support experience withSalesforce Marketing Cloud (MCE).
  • Comfortable operating atIntermediate to Senior level with minimal supervision.
Salesforce Marketing Cloud (Mandatory)
  • Strong hands‐on experience with:
    • Email Studio
    • Automation Studio
    • Contact Builder
  • Solid understanding of contact key, subscriber model, and data relationships.
  • Hand-on experience in MCP (Personalization) & Web Studio (Cloud Pages) & Data Cloud
  • Hand-on experience on MCE/MCP security configuration and model
Certifications (Mandatory)
  • Salesforce Marketing Cloud certification required, such as:
    • Marketing Cloud Administrator
    • Marketing Cloud Consultant
    • Marketing Cloud Email Specialist
Technical & Ops Skills
  • StrongSQL skills for Marketing Cloud Data Extensions.
  • Required Expertise writing AMPscript and SSJS coding
  • Experience supporting production incidents with defined SLAs.
  • Hands‐on experience with incident and change management processes (ITIL‐based).
  • Exposure to monitoring/logging tools such as Splunk, Dynatrace, or Datadog


Nice‐to‐Have / Value‐Add Skills
Leadership & Ownership
  • Demonstrateddecision‐making ability in production support scenarios.
  • Ability towork independently, prioritize issues, and make sound technical choices.
  • Informal leadership skills (guiding juniors, driving issue resolution, influencing outcomes).
Platform & Integration Skills
  • AMPscript for personalization and dynamic content.
  • Experience supporting REST/SOAP APIs and integrations.
  • Salesforce CRM / Sales Cloud integration exposure.
  • knowledge in Mobile Studio & Mulesoft
Environment
  • Experience in large enterprise or regulated environments (financial services preferred).
  • Familiarity with cloud platforms (Azure) and CI/CD concepts.


Working Conditions
  • Contract role focused onhands‐on production support and stability.
  • On‐call support required on a rotational basis.
  • Fast‐paced environment with frequent releases and high business impact.


Salesforce marketing cloud support L3 · Diverse Lynx India

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