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
- Adaptable 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

📌 SFMC Production support engineer (Gurugram)
🏢 Tekskills
📍 Gurugram