Job Description: Salesforce Marketing Cloud (SFMC) Support Engineer (L2/L3 Support)
Experience: 5-8 Years
Location: Philippines
Employment Type: sub-con/ Fulltime
Work SetUp: Remote
Job Summary
We are seeking an experienced Salesforce Marketing Cloud (SFMC) Support Engineer to provide L2 and L3 application support for enterprise-scale Salesforce Marketing Cloud environments. The ideal candidate will have strong expertise in SFMC administration, campaign troubleshooting, automation support, integrations, and incident management while ensuring high platform availability and business continuity.
Key Responsibilities
L2/L3 Application Support
- Provide Level 2 and Level 3 support for Salesforce Marketing Cloud applications and integrations.
- Investigate, troubleshoot, and resolve production incidents, service requests, and platform issues within defined SLAs.
- Perform root cause analysis (RCA) and implement preventive measures to reduce recurring incidents.
- Monitor platform health, campaign execution, and automation performance.
Salesforce Marketing Cloud Support
- Support and maintain:
- Email Studio
- Journey Builder
- Automation Studio
- Contact Builder
- Mobile Studio
- Advertising Studio
- Troubleshoot failed campaigns, journeys, automations, triggered sends, and email delivery issues.
- Manage subscriber data, Data Extensions, segmentation, and audience management activities.
- Support email personalization using AMP script and dynamic content.
Incident & Problem Management
- Handle incident triage, troubleshooting, escalation, and resolution.
- Participate in on-call support and production deployment activities.
- Coordinate with Salesforce Support and third-party vendors for critical issues.
- Create and maintain Knowledge Base (KB) articles and support documentation.
Integration Support
- Monitor and troubleshoot integrations between SFMC and:
- Salesforce Sales Cloud
- Salesforce Service Cloud
- External applications
- APIs and middleware solutions
- Investigate data synchronization and data quality issues.
Change & Release Support
- Support deployments, configuration changes, and platform upgrades.
- Validate functionality post-deployment and perform smoke testing.
- Ensure compliance with change management processes.
Reporting & Monitoring
- Monitor system alerts, campaign performance, and processing failures.
- Prepare operational reports, SLA dashboards, and incident trend analysis.
- Recommend process improvements and automation opportunities.
Required Skills
Salesforce Marketing Cloud
- Strong hands-on experience with:
- Email Studio
- Journey Builder
- Automation Studio
- Contact Builder
- Mobile Studio
- Experience with:
- AMPscript
- SSJS (Server-Side JavaScript)
- SQL Queries
- Data Extensions
- Triggered Sends
Technical Skills
- Salesforce Marketing Cloud administration and troubleshooting.
- Experience with REST and SOAP APIs.
- Understanding of Salesforce CRM integration concepts.
- Knowledge of HTML/CSS for email template support and troubleshooting.
- Familiarity with data management and segmentation processes.
Support & Operations
- Incident Management
- Problem Management
- Change Management
- Production Support
- ServiceNow or similar ITSM tools
- SLA-driven support environment
Database & Querying
- SQL Server / ANSI SQL
- Data validation and data reconciliation
- Campaign audience troubleshooting
Experience & Qualifications
- 5-8 years of IT experience with at least 3+ years of Salesforce Marketing Cloud support experience.
- Strong background in application support, production operations, and troubleshooting.
- Experience working in global support environments with rotating shifts and on-call support.
- Bachelor's degree in Computer Science, Information Technology, or related field.
Preferred Certifications
- Salesforce Marketing Cloud Email Specialist
- Salesforce Marketing Cloud Administrator
- Salesforce Marketing Cloud Developer (Preferred)
- ITIL Foundation Certification (Preferred)
Preferred Skills
- Salesforce Sales Cloud and Service Cloud exposure.
- Marketing Cloud Connect implementation/support experience.
- Experience with CI/CD and release management processes.
- Knowledge of Data Cloud and Agentforce (Good to Have).
- Experience supporting enterprise-scale marketing operations.
Soft Skills
- Excellent verbal and written communication skills.
- Strong analytical and troubleshooting abilities.
- Ability to handle high-priority production incidents calmly and effectively.
- Strong stakeholder management and customer-facing communication.
- Ability to work independently and in a global team environment.
Shift Requirements
- Willing to work in rotational shifts aligned to customer support requirements.
- Participation in on-call support for critical production incidents.
Nice to Have
- ServiceNow experience
- Marketing Cloud Intelligence (Datorama)
- CRM Analytics
- Azure DevOps / Git
- Enterprise marketing operations support
