Description
Technical Support Engineer (Salesforce Marketing Cloud)
* Location: Dublin, Ireland
* Team: Cloud Success Group
* Are you a technical problem-solver who excels at investigating complex software issues and guiding customers to success? We are seeking a Technical Support Engineer to be a pivotal member of our Cloud Success Group. In this role, you will apply your strong technical acumen to troubleshoot, analyze, and resolve challenges for clients utilizing Salesforce Marketing Cloud.
* This is an opportunity to be the definitive technical expert, ensuring our clients achieve seamless and successful outcomes with their SFMC implementations and integrations.
What You'll Do
* Expert Technical Investigation: Lead the investigation and resolution of complex support issues related to SFMC functionalities, integrations, APIs, and overall platform performance.
* Code-Assisted Troubleshooting: Utilize your knowledge of web development concepts to read, analyze, and understand customer code (HTML, CSS, JavaScript, SQL) to pinpoint the root cause of issues, rather than writing production code.
* Resolution & Guidance: Communicate clear, professional, and timely solutions, offering best-practice guidance to help customers optimise their use of the platform.
* Customer Advocacy: Manage the full issue lifecycle from initial contact through resolution, ensuring an excellent and professional customer experience at every step.
* Knowledge Contribution: Create and maintain high-quality technical documentation, knowledge base articles, and solution guides to empower both internal teams and external customers.
What You'll Bring
Required Technical & Support Skills
* Technical Troubleshooting Experience: Proven ability to diagnose and resolve technical issues within an enterprise software, SaaS, or highly integrated system environment.
* Core Technical Acumen: A solid ability to read and understand code and technical structures, specifically including:
* Practical SQL: Proven ability to write and execute intermediate-level SQL queries for data retrieval, analysis, and diagnostic troubleshooting.
* JavaScript (or similar scripting/object-oriented language)
* HTML & CSS
* Familiarity with web services, including REST/SOAP APIs.
* Communication: Exceptional written and verbal communication skills, with the ability to articulate complex technical findings clearly and effectively to both technical and non-technical audiences.
* Customer Focus: Experience in a customer-facing role with a strong commitment to problem resolution and service excellence.
Mandatory Language Requirement
* You must be fully fluent (written and spoken) in at least one of the following languages: French, German, or Italian.
Desired Skills (A Plus, But Not Required)
* Direct, hands-on experience with Salesforce Marketing Cloud (SFMC) or other enterprise marketing automation platforms (e.g., Adobe Campaign, Braze).
* Familiarity with proprietary scripting languages, such as AMPScript or Server-Side JavaScript (SSJS).
* Relevant Salesforce certifications (e.g., Marketing Cloud Email Specialist, Marketing Cloud Developer).
If you are ready to combine your passion for solving complex technical puzzles with a focus on world-class customer support, we encourage you to apply
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