Role Summary
The SFMC Production Support Analyst will be responsible for supporting Salesforce Marketing Cloud applications and campaign operations in a high-volume, SLA-driven production environment and good to have MCP campaign and ETL processing experience. The role requires hands-on experience in monitoring, troubleshooting, incident resolution, data flow support, campaign execution validation, and coordination with business and technical teams to ensure stable and timely marketing operations.
Key Responsibilities
- Provide production support for Salesforce Marketing Cloud components including Email Studio, Journey Builder, Automation Studio, Contact Builder, Content Builder, and Data Extensions.
- Monitor daily campaign runs, automations, triggered sends, journeys, data imports, exports, and scheduled activities to ensure successful execution.
- Triage, investigate, and resolve production incidents related to failed journeys, campaign delays, automation failures, data refresh issues, personalization errors, and delivery exceptions.
- Manage incidents and service requests using tools such as ServiceNow, Jira, or equivalent ITSM platforms while ensuring SLA adherence.
- Perform root cause analysis for recurring issues and recommend permanent fixes to improve platform stability and operational efficiency.
- Support SQL-based data segmentation, data extension maintenance, import/export activities, SFTP file processing, and data validation checks.
- Troubleshoot MCP server side, Web campaign issues, ETL process via MCE automation or any other third party application [Data cloud]
- Troubleshoot REST/SOAP API integration failures between Salesforce Marketing Cloud and upstream or downstream systems such as Salesforce CRM, MuleSoft, or external data platforms.
- Validate campaign deployments, journey changes, automation updates, and configuration changes across lower and production environments.
- Maintain support runbooks, knowledge articles, incident logs, operational checklists, and release support documentation.
- Collaborate with marketing, business, development, QA, infrastructure, and release teams to ensure timely resolution of issues and smooth production operations.
- Participate in change, release, and deployment support activities, including post-deployment validation and production sanity checks.
- Ensure compliance with data privacy, consent management, unsubscribe handling, security, and organizational governance requirements.
- Provide rotational on-call or after-hours support during critical incidents, planned releases, or high-priority campaign launches.
Mandatory Skills
- Hands-on production support experience in Salesforce Marketing Cloud.
- Strong working knowledge of Email Studio, Automation Studio, Journey Builder, Contact Builder, Content Builder, and Data Extensions.
- Good understanding of subscriber model, contact key, send classifications, sender profiles, publication lists, suppression lists, and data relationships.
- Strong SQL skills for querying, validating, and troubleshooting Marketing Cloud data.
- Experience with AMPscript and basic SSJS for troubleshooting personalization, dynamic content, and CloudPages-related issues.
- Knowledge of REST and SOAP APIs used in Salesforce Marketing Cloud integrations.
- Experience working with incident, problem, change, and release management processes in an ITIL-based support environment.
- Ability to analyze logs, identify failure patterns, perform impact assessment, and coordinate resolution across teams.
- Good understanding of email campaign lifecycle, deliverability checks, QA validation, and production deployment support.
- Strong communication, documentation, stakeholder coordination, and issue ownership skills.
Preferred / Good-to-Have Skills
- Salesforce CRM integration exposure, especially Sales Cloud or Service Cloud data synchronization with Marketing Cloud.
- Experience with Marketing Cloud Personalization, Mobile Studio, Web Studio, CloudPages, or Data Cloud.
- Exposure to MuleSoft, middleware platforms, SFTP, file-based integrations, and enterprise data platforms.
- Experience with monitoring or logging tools such as Splunk, Dynatrace, Datadog, or similar tools.
- Understanding of CI/CD, deployment governance, version control, and release coordination for Salesforce environments.
- Experience in large enterprise, banking, financial services, healthcare, retail, or regulated environments.
- Ability to guide junior support analysts and contribute to operational improvements, automation, and knowledge management.
Certifications [Preferred]
- Salesforce Marketing Cloud Administrator certification preferred.
- Salesforce Marketing Cloud Email Specialist certification preferred.
- Salesforce Marketing Cloud Consultant certification is an added advantage.
- ITIL Foundation certification is an added advantage for production support roles.
- Salesforce Marketing cloud Personalization [Interaction Studio]
Required Experience
- 4–6 years of overall experience in application support, production support, campaign operations, or Salesforce platform support.
- Minimum 2–3 years of hands-on experience supporting Salesforce Marketing Cloud in a production environment.
- Proven experience handling business-critical incidents, SLA-based support operations, campaign execution issues, and data-related failures.
- Experience working independently with minimal supervision in a fast-paced support environment.
Soft Skills
- Strong analytical and problem-solving mindset.
- Ability to prioritize incidents based on business impact and urgency.
- Excellent written and verbal communication skills.
- Good stakeholder management and cross-team collaboration skills.
- Ownership mindset with the ability to drive issues to closure.
- Attention to detail while validating campaigns, data, and production changes.
Working Conditions
- Role involves hands-on production support for Salesforce Marketing Cloud operations.
- Rotational shifts or on-call support may be required based on project needs.
- Candidate should be comfortable supporting high-priority campaign launches, release windows, and critical incident bridges.
- Work will involve coordination with globally distributed business, IT, and support teams.
