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 French in addition to English.
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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