Senior or Lead Salesforce Application Support Engineer

Publicis Groupe · Mexico City

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Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

We’re seeking a Senior Salesforce Marketing Cloud Support Engineer for a client in the investment management industry to provide L1/L2 production support across a Salesforce-based Distribution application landscape, with a primary focus on Salesforce Marketing Cloud, Account Engagement, Salesforce Data Cloud, customer engagement workflows, and integrated business applications.

The role is open at the Senior or Senior Lead level, depending on experience and technical expertise.

Your Impact

• Monitor and support Marketing Cloud campaigns, customer journeys, automations, and scheduled processes, and the data synchronization between Marketing Cloud, Data Cloud, and integrated applications, to maintain platform stability and SLA compliance, including participation in a rotating weekend on-call schedule.
• Investigate and resolve L2 incidents involving campaign execution, subscriber and prospect data, segmentation, personalization, access management, and application integrations.
• Troubleshoot campaign failures, automation errors, data loads, imports and exports, data extensions, and synchronization issues across Marketing Cloud and Data Cloud.
• Validate and troubleshoot integrations leveraging REST APIs, SOAP APIs, SFTP, and file-based interfaces.
• Analyze logs, monitoring dashboards, and alerting systems to identify failure points, assess impact, and coordinate service restoration with business users, campaign operations teams, application owners, and external vendors.
• Perform root cause analysis on recurring production issues, drive permanent corrective actions with development, platform, infrastructure, and vendor teams, and mentor L1/L2 analysts through RCA reviews.
• Support release validation, regression testing, change management, and post-release hypercare, and maintain runbooks, knowledge articles, and known-error records.

Skills & Experience

• Experience in Application & Production Support environments.
• 6-8+ years of hands-on experience supporting Salesforce Marketing Cloud, including campaigns, journeys, automations, audience segmentation, personalization, and email execution.
• Experience supporting Salesforce Data Cloud and its data synchronization with Marketing Cloud and other Salesforce applications.
• Experience troubleshooting campaign failures, automation errors, data loads, imports and exports, data extensions, and integration failures.
• Experience supporting applications integrated through REST APIs, SOAP APIs, SFTP, and file-based interfaces, with working knowledge of Salesforce Customer 360 concepts and cross-platform data synchronization.
• Experience with root cause analysis, production incident management, problem management, and impact assessments, using monitoring tools such as Splunk, AppDynamics, Dynatrace, or New Relic.
• Strong understanding of ITIL processes and experience with service management platforms such as BMC Helix, Jira Service Management, or ServiceNow.
• Excellent verbal and written communication skills to coordinate across technical teams, business stakeholders, and external vendors.

Set Yourself Apart With

• Exposure to financial services, asset management, or other regulated industries.
• Salesforce Marketing Cloud certifications (Administrator, Email Specialist, Consultant, or similar).
• Experience supporting Salesforce Account Engagement (Pardot).
• Strong SQL skills for data validation, troubleshooting, reconciliation, and production support investigations.
• Experience with Sales Cloud administration, including supporting integrations between Sales Cloud and Marketing Cloud.
• Experience supporting sales enablement, content management, DAM, or digital marketing platforms.

This is a long-term, full-time (Indefinite) contract with a flexible work model. The team is open to considering each candidate’s preferences and circumstances. We can consider a fully remote setup, or a hybrid arrangement where you would come into the office only when needed based on business requirements.

• An inclusive workplace that promotes diversity and collaboration.
• Access to ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work-life balance.
• Comprehensive health benefits for you and your family.
• Generous paid leave and holidays.
• Wellness program and employee assistance.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hiring@publicis.sapient.com

Your Impact

• Monitor and support Marketing Cloud campaigns, customer journeys, automations, and scheduled processes, and the data synchronization between Marketing Cloud, Data Cloud, and integrated applications, to maintain platform stability and SLA compliance, including participation in a rotating weekend on-call schedule.
• Investigate and resolve L2 incidents involving campaign execution, subscriber and prospect data, segmentation, personalization, access management, and application integrations.
• Troubleshoot campaign failures, automation errors, data loads, imports and exports, data extensions, and synchronization issues across Marketing Cloud and Data Cloud.
• Validate and troubleshoot integrations leveraging REST APIs, SOAP APIs, SFTP, and file-based interfaces.
• Analyze logs, monitoring dashboards, and alerting systems to identify failure points, assess impact, and coordinate service restoration with business users, campaign operations teams, application owners, and external vendors.
• Perform root cause analysis on recurring production issues, drive permanent corrective actions with development, platform, infrastructure, and vendor teams, and mentor L1/L2 analysts through RCA reviews.
• Support release validation, regression testing, change management, and post-release hypercare, and maintain runbooks, knowledge articles, and known-error records.

Skills & Experience

• Experience in Application & Production Support environments.
• 6-8+ years of hands-on experience supporting Salesforce Marketing Cloud, including campaigns, journeys, automations, audience segmentation, personalization, and email execution.
• Experience supporting Salesforce Data Cloud and its data synchronization with Marketing Cloud and other Salesforce applications.
• Experience troubleshooting campaign failures, automation errors, data loads, imports and exports, data extensions, and integration failures.
• Experience supporting applications integrated through REST APIs, SOAP APIs, SFTP, and file-based interfaces, with working knowledge of Salesforce Customer 360 concepts and cross-platform data synchronization.
• Experience with root cause analysis, production incident management, problem management, and impact assessments, using monitoring tools such as Splunk, AppDynamics, Dynatrace, or New Relic.
• Strong understanding of ITIL processes and experience with service management platforms such as BMC Helix, Jira Service Management, or ServiceNow.
• Excellent verbal and written communication skills to coordinate across technical teams, business stakeholders, and external vendors.

Set Yourself Apart With

• Exposure to financial services, asset management, or other regulated industries.
• Salesforce Marketing Cloud certifications (Administrator, Email Specialist, Consultant, or similar).
• Experience supporting Salesforce Account Engagement (Pardot).
• Strong SQL skills for data validation, troubleshooting, reconciliation, and production support investigations.
• Experience with Sales Cloud administration, including supporting integrations between Sales Cloud and Marketing Cloud.
• Experience supporting sales enablement, content management, DAM, or digital marketing platforms.

This is a long-term, full-time (Indefinite) contract with a flexible work model. The team is open to considering each candidate’s preferences and circumstances. We can consider a fully remote setup, or a hybrid arrangement where you would come into the office only when needed based on business requirements.

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