SFMC Production support engineer

Job Title: SFMC Production support engineer

Location: PAN India (Hybrid)

Experience: 3-6 years

Job Responsibilities

Below are key role and responsibilities for this position:

• Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
• Perform Ad-hoc support tasks and prepare reports for business
• Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
• Resolve the incidents/issues as per agreed SLA
• Address the service requests as per agreed SLA
• Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
• Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
• Perform the shift handover activities as per agreed SOPs
• Participate in problem management, change management, knowledge management, even management etc.
• Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
• Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
• Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
• Contribute to support reusable assets and internal knowledge sharing sessions
• Work to build-up skills for L3 support level
• Work on POC of different solutions, tools etc. POC
• Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
• Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

Personal Attributes:

• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
• Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
• Should be flexible to work in all shifts
• Ability to prioritize when under pressure

Skill Requirements

Must Skills

• Experience supporting and troubleshooting SFMC components
• Hands-on experience with Salesforce MDM for managing enterprise mobile devices.
• Ability to support device provisioning, policy enforcement, and remote troubleshooting.
• Knowledge of certificate-based authentication, secure app deployment, and clipboard/data protection policies.
• Digital Data Exchange (DDX): Experience with data integration and synchronization between SFMC, CRM, and third-party systems using DDX or similar frameworks.
• Ability to troubleshoot data flow issues, ensure data integrity, and support ETL processes.
• Familiarity with real-time data exchange protocols, API-based integrations, and compliance with data privacy regulations.
• Familiarity and working experience on ecommerce projects
• Working knowledge with ServiceNow ITSM tool
• Knowledge of Production Support processes and procedures.
• Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences
• Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.

Nice to have Skills

• Good understanding of Accessibility and comfortable using dev tool bar for debugging.
• Have some exposure of cloud technologies
• Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.
• Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high levelRole & responsibilities

Preferred candidate profile