SFMC Marketing -L3 Support
Core
L3 Support Analyst for Salesforce Marketing Cloud, handling escalated incidents, root cause analysis, and complex troubleshooting for marketing automation and personalization.
Role type
Senior IC Marketing Cloud Support Engineer
Builds
Marketing Cloud journeys, automations, and multi-channel campaigns for global brands
Domain
Marketing Technology / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Salesforce Marketing Cloud (Journey Builder, Automation Studio, Email Studio, Contact Builder, Data Extensions), ITSM/SLA incident management, impact analysis, functional specification writing, multi-channel messaging (email, SMS, WhatsApp, LINE, KakaoTalk), CRM/Commerce integration patterns, API connectivity (REST/SOAP), deliverability management
Preferred skills
Marketing Cloud scripting concepts, multi-market campaign operations, retail/luxury goods marketing experience, additional channel familiarity
Technologies
Salesforce Marketing Cloud, Journey Builder, Automation Studio, Email Studio, Contact Builder, Data Extensions, REST APIs, SOAP APIs, CRM platforms, Commerce platforms
Responsibilities
Own escalated complex incidents related to Journey Builder, Automation Studio, Email/Mobile Studio, and Contact Builder; Perform deep root cause analysis on integration issues between CRM/Commerce and Marketing Cloud; Diagnose personalization and dynamic content issues within journeys; Lead impact analysis and write functional specifications for evolutions; Validate delivered enhancements and support UAT/regression testing; Troubleshoot channel integrations and sending infrastructure health; Monitor and report on KPIs and recommend optimizations
Seniority
Senior, hands-on IC