Salesforce

Support Engineer - Marketing Cloud

3+ months agoHyderabad, India

Job Details

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Customer Success Group

Job Details
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
  • Proficient with HTML, CSS, JavaScript
  • Experience with web service integration (REST/SOAP)
  • Exposure to Pardot


INDIA ONLY
We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week.
While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)

AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwards

Work hours are subject to change depending on Business needs.


Accommodations
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Job ID: Salesforce-JR67492