Job Description
We re seeking an Senior Lead L1/L2 Salesforce Marketing Cloud Application Support Engineer to provide production support and operational ownership across a Salesforce-based Distribution application landscape, with a primary focus on Salesforce Marketing Cloud, Account Engagement, customer engagement workflows, and integrated business applications. This role is responsible for incident resolution, root cause analysis, release validation, vendor coordination, integration support, and continuous service improvement across business-critical marketing and distribution platforms.

Qualifications
- 8+ years of experience in Application Support, Production Support, Platform Support, or Operations Engineering environments.
- Hands-on experience supporting Salesforce Marketing Cloud environments, including campaigns, journeys, automations, audience segmentation, personalization, email execution, and marketing operations.
- Experience troubleshooting campaign failures, automation errors, synchronization issues, data loads, imports/exports, data extensions,



and integration failures.
- Strong understanding of marketing technology platforms and customer engagement workflows.
- Experience supporting applications integrated through REST APIs, SOAP APIs, SFTP, file-based interfaces, and enterprise integration patterns.
- Experience conducting Root Cause Analysis (RCA), production incident management, problem management, and impact assessments.
- Experience using monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, New Relic, or similar platforms.
- Working knowledge of Salesforce Customer 360 concepts and cross-platform data synchronization processes.
- Strong understanding of ITIL processes, including Incident, Problem, Change, Request, and Knowledge Management.
- Experience with enterprise service management platforms such as BMC Helix, Jira Service Management, ServiceNow, or similar tools.
- Excellent verbal and written communication skills w

📌 Senior Lead Salesforce Marketing Cloud (Ciudad de México)
🏢 Publicis Sapient
📍 Ciudad de México