Location : Gurgaon, Hyderabad

Experience range : 8- 10 years

Contract Position

Role : L2 Application Support Engineer (SFMC)

Job Purpose :

This position is to provide to 2nd level of support for all application-level production environment issues, user support queries and requests.

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 level