Job Description
Publicis Sapient is seeking a Senior Marketing Platforms L1/L2 Application Support Engineer to support and maintain a portfolio of business-critical Distribution platforms including Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Spiff (ICM), Adobe Campaign, and Adobe Workfront.
The role is responsible for ensuring platform stability, monitoring integrations and workflows, troubleshooting production issues, performing root cause analysis, implementing configuration fixes, and supporting release and access management activities across multiple regions.
This position is heavily focused on Salesforce Sales Cloud and Service Cloud production support, requiring hands-on experience supporting enterprise SaaS applications, troubleshooting incidents, managing integrations, and operating within established ITIL processes and SLAs.
Qualifications
Required Qualifications
- 5+ years of experience in Application Support, Production Support, Platform Operations, Technical Support Engineering, or related support-focused roles.
- Strong production support experience, including incident management, troubleshooting, root cause analysis (RCA), problem management, operational ownership, and support of business-critical enterprise applications.
- Hands-on experience supporting Salesforce Sales Cloud and/or Salesforce Service Cloud in production environments.
- Strong knowledge of Salesforce configuration and administration including:
- Objects
- Fields
- Profiles
- Roles
- Permission Sets
- Sharing Rules
- Validation Rules
- Flows
- SOQL
- Data Loader
- Debug Logs
- Hands-on experience supporting Service Cloud capabilities such as:
- Cases
- Queues
- Omni-Channel
- Assignment Rules
- Email-to-Case
- Escalation Rules
- Knowledge Articles
- Entitlements
- Milestones
- Experience investigating and troubleshooting Salesforce production incidents and configuration issues.
- Experience working with REST and/or SOAP APIs and troubleshooting application integrations.
- Demonstrated ability to quickly learn and support new enterprise platforms in a multi-application production environment.
- Strong understanding of ITIL processes including Incident, Problem, Change, and Request Management.
- Experience using monitoring and observability platforms such as Splunk, AppDynamics, Dynatrace, New Relic, or similar tools.
- Strong understanding of application support concepts including:
- Incident triage
- SLA management
- Incident prioritization
- Root cause analysis
- Operational support
- Production troubleshooting
- Excellent troubleshooting, communication, and problem-solving skills in customer-facing environments.
Preferred Qualifications
- Experience supporting Adobe Workfront, including project administration, routing rules, request queues, workflow management, approval workflows, and resource configurations.
- Experience supporting Adobe Campaign v8 workflows, deliveries, monitoring, tracking logs, and campaign operations.
- Experience supporting Salesforce Spiff (ICM), including commission processes, crediting logic, synchronization validation, and reconciliation activities.
- Experience working with Salesforce APIs, Workfront APIs, MuleSoft, Boomi, or similar middleware technologies.
- Experience supporting enterprise integrations involving Salesforce and downstream systems such as ERP, financial, compensation, marketing, or operational platforms.
- Experience administering SaaS platforms including SSO, SAML, OIDC, SCIM, identity lifecycle management, and access governance.
- Experience supporting Seismic, Responsive (RFP360), or similar sales enablement and proposal management platforms.
Set Yourself Apart With
- Experience supporting Salesforce CPQ or Revenue Cloud environments.
- Experience supporting large-scale Salesforce production environments with complex integrations and high transaction volumes.
- Experience troubleshooting Salesforce Flows, approval processes, automation failures, and integration-related incidents.
- Experience performing advanced SOQL-based investigations and production troubleshooting.
- Experience supporting middleware integrations including MuleSoft, Boomi, or enterprise API platforms.
- Experience with Workfront Fusion integrations and workflow automation.
- Working knowledge of AWS services such as S3, Lambda, and EventBridge for integration and automation scenarios.
- Experience supporting enterprise-scale incident response, major incident management, and post-incident RCA processes.
Additional Information
- An inclusive workplace that promotes diversity and collaboration.
- Access to ongoing learning and development opportunities.
- Competitive compensation and benefits package.
- Flexibility to support work-life balance.
- Comprehensive health benefits for you and your family.
- Generous paid leave and holidays.
- Wellness program and employee assistance.
As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]
Company Description
Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.