Senior Marketing Platforms Application Support Engineer (AEM/Salesforce Sales Cloud)

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.

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 Adobe Experience Manager (AEM), Adobe Workfront, Adobe Campaign, Salesforce Sales Cloud (Customer 360) and Salesforce Spiff (ICM) 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 role requires hands-on experience supporting enterprise SaaS platforms in a production environment, working within established ITIL processes, and resolving incidents within agreed SLAs.

Responsibilities

Your Impact

• Monitor AEMaaCS replication queues, Adobe Campaign workflows and deliveries, Workfront synchronization jobs, and Salesforce-to-ICM integrations across regions.
• Detect, investigate, and communicate system failures and SLA breaches through monitoring and alerting platforms including Splunk and AppDynamics.
• Log, categorize, prioritize, and manage incidents through ServiceNow or Jira Service Management following ITIL best practices.
• Perform L1 triage activities including issue verification, knowledge base review, runbook execution, workflow reruns, queue clearing, and service recovery actions.
• Conduct root cause analysis for workflow, replication, integration, delivery, and synchronization failures.
• Implement configuration and workflow corrections across Adobe Campaign, AEM, Workfront, Salesforce, and Salesforce Spiff environments.
• Support approved change-management processes including testing, deployment planning, documentation, rollback preparation, and production implementation.
• Manage user access, provisioning, and licensing activities across Adobe and Salesforce platforms.
• Maintain operational documentation and runbooks for recurring support activities and known issues.
• Support release validation, regression testing, vendor upgrades, and production deployment windows.

Qualifications

Required Qualifications

• 5+ years of experience in Application Support, Production Support, Platform Operations, or related support engineering roles.
• Strong production support experience including incident management, troubleshooting, root cause analysis (RCA), problem resolution, and operational ownership of business-critical applications.
• Hands-on experience with either:
  • Adobe Experience Manager (AEM as a Cloud Service) including administration, troubleshooting, monitoring, permissions, DAM, replication, and platform operations, or
  • Salesforce Sales Cloud Administration including objects, fields, profiles, roles, validation rules, Flows, permission sets, sharing rules, SOQL, 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.
• Strong understanding of ITIL processes including Incident, Problem, Change, and Request Management.
• Experience with monitoring and observability tools such as Splunk, AppDynamics, Dynatrace, New Relic, or similar platforms.
• Hands-on scripting experience using Python and/or Shell scripting for automation and operational support activities.

Preferred Qualifications

• Experience supporting Adobe Workfront, including project administration, routing rules, request queues, approval workflows, and resource configurations.
• Experience supporting Adobe Campaign v8 workflows, deliveries, workflow monitoring, tracking logs, and FFDA/FDA environments.
• Experience with Salesforce Spiff (ICM), including commission processes, crediting logic, synchronization validation, and reconciliation activities.
• Experience working with Salesforce APIs, Workfront APIs, Adobe OAuth authentication, MuleSoft, Boomi, or similar middleware technologies.
• Experience administering SaaS platforms including SSO, SAML, OIDC, SCIM provisioning, identity lifecycle management, and access governance.
• Experience supporting Seismic, Responsive (RFP360), or similar Sales Enablement and Proposal Management platforms.
• Demonstrated willingness and ability to learn new platforms and technologies in a multi-platform enterprise support environment.

Set Yourself Apart With

• Experience with Adobe Marketo Engage (MCAE) or Adobe Campaign Standard to Campaign v8 migration initiatives.
• Exposure to AEM Cloud Manager, CI/CD processes, CDN configurations, and Dispatcher administration.
• Experience designing or troubleshooting Workfront Fusion integrations and automation workflows.
• Knowledge of Salesforce CPQ, Revenue Cloud Advanced, Xactly, Varicent, Everstage, or related incentive compensation platforms.
• Experience with DAM governance, metadata management, lifecycle workflows, and content retention automation.
• Working knowledge of AWS services including S3, Lambda, and EventBridge for cloud integrations and automation.
• Experience supporting Seismic and Responsive (RFP360) 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 [email protected]