Senior Lead Marketing Platforms Application Support Engineer (Salesforce Sales Cloud, AEM, Campaign)

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.

Overview

Publicis Sapient is seeking a Senior Lead Marketing Platforms Application Support Engineer Lead to provide advanced production support across a portfolio of business critical Distribution platforms including Adobe Experience Manager (AEM), Adobe Workfront, Adobe Campaign, Salesforce Sales Cloud (Customer 360) and Salesforce Spiff (ICM)

This role is responsible for leading complex incident resolution, root cause analysis, release validation, platform governance, vendor management, and operational excellence initiatives across multiple enterprise marketing platforms. The position also serves as a mentor for L1/L2 support engineers, helping develop technical capabilities and support best practices.

The ideal candidate brings strong experience supporting enterprise SaaS platforms in production environments and deep expertise in either AEM or Salesforce Sales Cloud, with the ability and willingness to ramp up on additional platforms within the ecosystem.

Responsibilities

Your Impact

• Monitor platform health, integrations, workflows, synchronization processes, and business-critical services across multiple enterprise applications.
• Investigate and resolve complex production incidents, ensuring timely restoration of service and compliance with agreed SLAs.
• Lead root cause analysis (RCA) activities across platform, workflow, integration, and configuration issues.
• Coordinate incident, problem, and change management activities through ServiceNow or Jira Service Management.
• Support configuration troubleshooting, workflow corrections, access management, and platform administration activities across Adobe and Salesforce ecosystems.
• Lead production readiness reviews, release validation, regression testing coordination, and deployment support activities.
• Partner with Adobe, Salesforce, and third-party vendors to drive escalations, validate fixes, and support platform stability initiatives.
• Mentor L1/L2 support analysts through RCA reviews, troubleshooting guidance, knowledge sharing, and operational coaching.
• Drive continuous service improvement initiatives, operational governance, documentation, and support process optimization.
• Maintain runbooks, troubleshooting guides, support documentation, and knowledge-base articles.

Qualifications

Required Qualifications

• 6+ years of experience in Application Support, Production Support, Platform Operations, Site Reliability, or related support engineering environments.
• Strong experience owning production incidents, troubleshooting, root cause analysis (RCA), problem management, and operational support of business-critical applications.
• Hands-on experience with either: Adobe Experience Manager (AEM as a Cloud Service) including administration, troubleshooting, monitoring, permissions, DAM, replication, observability, and platform support activities or Salesforce Sales Cloud Administration including objects, fields, profiles, roles, validation rules, Flows, permission sets, sharing rules, SOQL, integrations, and production support activities.
• Willingness and ability to rapidly ramp up on the alternate platform (AEM or Salesforce Sales Cloud) as part of the role.

• Experience working with REST and/or SOAP APIs and troubleshooting application integrations.

• Experience coordinating production releases, change management activities, and operational governance processes.

• Strong understanding of ITIL Incident, Problem, Change, and Request Management.

• Experience using monitoring and observability platforms such as Splunk, AppDynamics, Dynatrace, New Relic, or equivalent tools.

• Hands-on scripting experience using Python and/or Shell/Bash for automation and operational support activities.

• Experience mentoring support engineers, driving RCA reviews, and leading incident resolution efforts across distributed teams.

Preferred Qualifications

• Experience supporting Adobe Campaign workflows, deliveries, workflow monitoring, tracking logs, and campaign operations.
• Experience supporting Adobe Workfront administration, request queues, workflows, routing rules, and approval processes.
• Experience with Salesforce Spiff (ICM), including commission processes, synchronization validation, and reconciliation activities.
• Experience working with Salesforce APIs, Workfront APIs, Adobe OAuth authentication, MuleSoft, Boomi, or similar middleware technologies.
• Experience administering SaaS identity ecosystems including SSO, SAML, OIDC, SCIM provisioning, and access governance.
• Experience supporting Seismic, Responsive (RFP360), or similar Sales Enablement and Proposal Management platforms.
• Experience supporting multi-platform enterprise marketing ecosystems.
• Demonstrated willingness and ability to learn new platforms and technologies in a multi-platform support environment.

Set Yourself Apart With

• Experience with Adobe Marketo Engage, Salesforce Marketing Cloud, Marketing Operations (MOps), or Revenue Operations (RevOps) environments.
• Exposure to AEM Cloud Manager, CI/CD processes, Dispatcher administration, and CDN configuration.
• Experience supporting Workfront Fusion integrations and automation workflows.
• Knowledge of Salesforce CPQ, Revenue Cloud Advanced, Xactly, Varicent, Everstage, or related Incentive Compensation Management solutions.
• Experience designing DAM governance frameworks, metadata strategies, and lifecycle workflows.
• Working knowledge of AWS services including S3, Lambda, and EventBridge supporting enterprise integrations and automation.
• Experience supporting Seismic and Responsive tenant administration, integrations, permissions, and vendor relationship management.

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 hiring@publicis.sapient.com