Support Engineer – Marketing Cloud
Role & Responsibilities:
Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
Manage highly visible, global and strategic customer reported issues and ensure 100% customer satisfaction
Developing and maintaining technical expertise in assigned areas of product functionality.
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
Providing feature explanation and Salesforce coding best practices.
Managing customer expectations and the customer experience to maximize customer satisfaction.
Actively maintaining and participating in work-related training and up-skilling activities.
Demonstrating the ability to research, document and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary
Multitasking and performing effectively under pressure and meeting all support related KPIs as outlined by business
Creating and curating knowledge content.
Mandatory Technical/General Qualifications:
2 to 5 years of engineering / programming / enterprise support work experience.
Working experience in Marketing Cloud Journey Builder and API integration
Thorough working knowledge of Email Studio (Sends, Data Extensions, Sending Practices)
Hands on knowledge of Automation Studio
Fair understanding of Email Delivery Management (EDM) – IP configuration and SSL
MC Email Specialist Certification preferred
Understanding of database concepts and data management (RDBMS) and SQL
Excellent written and verbal communication skills
Flexibility to work in any shift (APAC, EMEA, US) as per business need.
Willingness to work over the weekends and avail week offs during the weekdays
Good to have:
MC Admin certification, MC Consultant and MC Developer Certification
Knowledge of AMPscript
Experience with web service integration (REST/SOAP)
Exposure to Pardot
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