Support Lead (Salesforce Marketing Cloud & Data Cloud)

Job summary

Lead global production support for Salesforce Marketing Cloud and Data Cloud, serving as the primary escalation point and coordinating 24x7 coverage with offshore engineers. Manage incidents, root cause analysis, platform health, service metrics, stakeholder communications, and change and release activities.

Job details

Support Lead (Salesforce Marketing Cloud & Data Cloud) Remote - Canada Support Lead (Salesforce Marketing Cloud & Data Cloud) We are seeking an experienced Support Lead to manage and coordinate 24x7 production support for global implementations of Salesforce Marketing Cloud and Salesforce Data Cloud within a leading automotive organization. This role will serve as the primary customer-facing support lead, working closely with business stakeholders, technology teams, and offshore support engineers to ensure high platform availability, issue resolution, and operational excellence. Key Responsibilities Lead day-to-day support operations for Salesforce Marketing Cloud and Data Cloud environments across global regions. Act as the primary escalation point for production incidents, service requests, and platform issues. Coordinate with offshore support engineers based in India to deliver seamless 24x7 support coverage. Oversee incident management, problem management, root cause analysis (RCA), and preventive action planning. Monitor platform health, campaign execution, data integrations, audience segmentation processes, and customer journeys. Manage support SLAs, service metrics, reporting, and stakeholder communications. Collaborate with development, architecture, and business teams to prioritize fixes, enhancements, and release activities. Support change management, deployment validation, and post-release monitoring. Required Qualifications 7+ years of experience in application support, managed services, or production operations. Strong hands-on knowledge of Salesforce Marketing Cloud and Salesforce Data Cloud. Experience supporting enterprise marketing ecosystems, customer engagement platforms, and data-driven marketing operations. Proven experience leading distributed global support teams and managing critical production incidents. Ability to work aligned with Eastern U.S. business hours and coordinate effectively with offshore teams. Excellent customer-facing communication, stakeholder management, and leadership skills. Preferred Qualifications Experience in the automotive industry with understanding of customer lifecycle and marketing processes. Knowledge of Salesforce integrations, customer data platforms (CDP), and marketing analytics. ITIL certification or experience with ITSM tools and processes.

What you’ll do

Lead global production support for Salesforce Marketing Cloud and Data Cloud, serving as the primary escalation point and coordinating 24x7 coverage with offshore engineers. Manage incidents, root cause analysis, platform health, service metrics, stakeholder communications, and change and release activities.

Requirements

Requires 7+ years of application support, managed services, or production operations experience, with strong hands-on knowledge of Salesforce Marketing Cloud and Data Cloud. Candidates should have experience leading distributed support teams and critical incident response, strong customer-facing communication skills, and availability aligned with Eastern U.S. business hours.

Listed skills

• Incident Management · Preferred
• Root Cause Analysis · Preferred
• Change Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Salesforce Marketing Cloud
• Salesforce Data Cloud
• Application Support
• Production Operations
• Incident Management
• Problem Management
• Root Cause Analysis
• 24x7 Support Coordination
• Distributed Team Leadership
• Service-Level Agreement Management
• Stakeholder Communication
• Campaign Execution
• Data Integrations
• Audience Segmentation
• Customer Journeys
• Change Management

Job areas

• Technology
• Customer Service & Support
• Management & Leadership
• Marketing
• Data & Analytics

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