Technical Support Engineer

Are you passionate about providing exceptional technical support and ensuring customer success? Do you have a knack for troubleshooting and a deep understanding of Salesforce Marketing Cloud (SFMC)? If so, we have an exciting opportunity for you! Salesforce, the global leader in Customer Relationship Management (CRM) software, is looking for a talented Technical Support Engineer to join our dynamic team.

About Salesforce

Salesforce is a pioneer in cloud-based software, dedicated to helping businesses of all sizes transform their operations and connect with customers in meaningful ways. Our innovative solutions span sales, customer service, marketing, analytics, and more, empowering organisations to achieve their business goals and deliver unparalleled customer experiences.

Role & Responsibilities:

Manage highly visible, global, and strategic customer-reported issues and ensure 100% customer satisfaction
Assisting customers in troubleshooting related to API, SQL code, integration, messaging and journeys, and other technical issues in Salesforce Marketing Cloud products via multiple channels like voice, email, chat, etc. This involves debugging, troubleshooting, and ensuring technical issues are fully resolved.
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:

3 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, IST, EMEA, AMER) as per business need
Willingness to work over the weekends and avail week offs during the weekdays.

Good to have:

Assisting customers in troubleshooting related to API, SQL code, integration, messaging and journeys, and other technical issues in Salesforce Marketing Cloud products via multiple channels like voice, email, chat, etc. This involves debugging, troubleshooting, and ensuring technical 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:

3 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 p* 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
Programming/scripting (Any language)
Hands-on knowledge of Digital Marketing and a better understanding of Marketing Business
Experience in Salesforce Administration, configuration, and setup concepts, preferably from service-based industries
Experience with any of the marketing cloud platforms (Mailchimp, Marketo, Oracle CX, Hubspot, etc)
Digital Marketing Certifications referred.
Understanding of database concepts and data management (RDBMS) and SQL
Excellent written and verbal communication skills
Flexibility to work in any shift (APAC, IST, EMEA, AMER) as per business need
Willingness to work over the weekends and avail week offs during the weekdays.

Apply Now

If you are ready to take your career to the next level and join a company that values your expertise and dedication, we encourage you to apply for the Technical Support Engineer – SFMC position at Salesforce. Visit our careers page to submit your application and embark on an exciting journey with one of the world’s most admired companies.

Apply here: Technical Support Engineer – SFMC.

Don’t miss out on this opportunity to be part of a team that is transforming the way businesses connect with their customers. Apply today and help us shape the future of customer success!

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Join Salesforce: Technical Support Engineer – SFMC | 3+ years Experience | Apply Now!