- Company Name
- Prowess Software Services
- Job Title
- Salesforce Commerce Cloud
- Job Description
-
**Job Title**
Salesforce Commerce Cloud Tech Support Lead
**Role Summary**
Lead technical support for Salesforce Commerce Cloud (SFCC) and Salesforce Marketing Cloud (SFMC), ensuring system stability, monitoring performance, and resolving incidents. Manage incident lifecycle, coordinate with stakeholders, and perform post‑deployment health checks.
**Expectations**
- Contract duration: 6 + months
- Minimum 2–3 days per week onsite
- Self‑motivated with continuous learning mindset
- Strong communication for stakeholder updates
**Key Responsibilities**
- Monitor SFCC uptime, scheduled jobs, API availability, order flows, and logs.
- Oversee SFMC journeys, automations, emails, API usage, and batch activity.
- Acknowledge, categorize, and triage alerts from New Relic, Splunk, CloudWatch, and SFMC logs.
- Perform level‑1 troubleshooting of email delivery, HTML/CSS rendering, SQL/automation errors, REST API failures, and data sync gaps.
- Validate email deliverability (bounces, suppressions, spam).
- Escalate incidents to Level‑2 support with complete diagnostics (logs, timestamps, payloads).
- Conduct post‑deployment health checks for SFCC and SFMC environments.
- Track incidents to SLA closure, ensuring timely stakeholder communication.
- Follow incident and change management processes for ticket creation, updates, and approvals.
- Collect initial details from customers and business teams before escalation.
**Required Skills**
- Proficiency in Salesforce Commerce Cloud and Marketing Cloud (MCE, MCP).
- Experience with monitoring tools: New Relic, Splunk, Amazon CloudWatch.
- Strong debugging skills in email delivery, HTML/CSS, SQL, REST APIs.
- Knowledge of incident management, SLAs, and change management workflows.
- Excellent written and verbal communication.
- Ability to work independently and collaborate cross‑functionally.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Salesforce certifications (e.g., Salesforce Commerce Cloud – Basic, Marketing Cloud Administrator) preferred.