Salesforce Commerce Cloud (SFCC)

Job Summary

We are looking for a Salesforce-certified SFCC and Marketing Cloud resource to provide production support for business-critical eCommerce and marketing platforms. The role involves incident management, issue resolution, monitoring, and collaboration with onshore teams to ensure high system availability and performance.

Key Responsibilities

• Provide L2/L3 production support for Salesforce Commerce Cloud (SFCC) and Marketing Cloud
• Handle incidents, service requests, and problem management within SLA
• Participate in 16/5 support coverage and on-call support rotation
• Monitor application health, jobs, feeds, and integrations
• Troubleshoot and resolve issues related to:
• SFCC storefront, pipelines/controllers, jobs
• Marketing Cloud journeys, automations, email/SMS campaigns
• Perform root cause analysis (RCA) and provide permanent fixes
• Support deployment activities and post-release validation
• Coordinate with onshore teams, business users, and Salesforce support
• Maintain production support documentation and runbooks

Required Skills

• Strong hands-on experience with Salesforce Commerce Cloud (SFCC)
• Strong hands-on experience with Salesforce Marketing Cloud
• Experience in production support / operations environment
• Knowledge of:
• SFCC Business Manager
• Marketing Cloud Email Studio, Journey Builder, Automation Studio
• Basic understanding of integrations, APIs, and data feeds
• Good troubleshooting and analytical skills
• Excellent communication skills for offshore onshore coordination

Certifications (Mandatory / Preferred)

• Salesforce Commerce Cloud Developer Certification
• Salesforce Marketing Cloud Certification (Email Specialist / Consultant preferred)