Technical Support Engineer - Marketing Cloud

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Job CategoryCustomer Success

Job Details

About (COMPANY NAME)
We're (COMPANY NAME), the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Technical Support Engineer
Marketing Cloud
Mexico City

Job Description:
The (COMPANY NAME) Premier Support team is composed of highly skilled technical engineers who have a passion for making customers successful. Our Support Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous (COMPANY NAME) 1-­1-­1 model.

Your Impact - Responsibilities:
In your role as a Support Engineer, you are the first point of contact for customers experiencing product challenges. Job responsibilities include but are not limited to:
Provide first-class technical support for our Marketing Cloud products, resolving customer issues via email, phone, or chat.
Solve complex technical problems with professionalism and patience in a fast paced environment.
Developing and maintaining technical expertise in assigned areas of product functionality. Providing feature explanation and deliverability best practices.
Managing customer expectations and the customer experience to improve customer satisfaction.
Actively maintaining and participating in job-related training activities.
Researching, documenting, and prioritizing customer issues, leveraging internal tools and partner concern teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
Creating and curating knowledge base content.
Collaborate with cross-functional teams, including engineering, product management, and customer success, to resolve customer issues and ensure customer satisfaction.

Experience/Skills Required:
Fluency in writing & speaking Spanish & English OR Portuguese & English
Strong communication skills, both written and verbal, with the ability to explain complex concepts to a non-technical audience.
Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
Multitasking and performing effectively under pressure.
Exceptional analytical, troubleshooting, and problem-solving skills.
Ability to work independently and as part of a team in a fast-paced environment.

Experience/Skills Preferred:
Experience with (COMPANY NAME) and/or CRM applications and other cloud-based technologies.
Clear comprehension of Object-Oriented Programming (OOP).
Experience with reading/writing HTML and CSS.
Experience with Database concepts, Data management (RDBMS), and SQL.
Experience with developing Applications using SOAP and REST API's.
Experience managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.
Understanding of SSL, TLS and HTTPS.
Experience with recognizing Splunk data sources and analyzing the data for anomalies and trends.
Understanding of email & digital marketing practices and technologies.
(COMPANY NAME) Certifications:
(COMPANY NAME) Marketing Cloud Email Certification
(COMPANY NAME) Marketing Cloud Administrator Certification
(COMPANY NAME) Marketing Cloud Developer Certification
(COMPANY NAME).com Certified Administrator (ADM201 Certified)

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Posting Statement
At (COMPANY NAME) we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

(COMPANY NAME) is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. (COMPANY NAME) does not accept unsolicited headhunter and agency resumes. (COMPANY NAME) will not pay any third-party agency or company that does not have a signed agreement with (COMPANY NAME).

(COMPANY NAME) welcomes all