What are the responsibilities and job description for the CRM & Marketing Technology Support Analyst (Level 2) position at MMD Services?
Our client, a global hospitality company, is seeking a CRM & Marketing Technology Support Analyst (Level 2) to provide application and platform support for critical customer engagement and marketing technology systems. This role is ideal for a technically skilled support professional with strong troubleshooting capabilities, excellent communication skills, and experience supporting CRM and marketing automation platforms.
Reporting to the Manager of CRM & Marketing Technology Support, the successful candidate will serve as a key escalation point for platform-related issues, ensuring the stability and effectiveness of business-critical marketing systems that support guest communications and engagement initiatives.
Key Responsibilities
- Provide Level 2 application and platform support for CRM and marketing technology solutions.
- Investigate, troubleshoot, and resolve escalated incidents and service requests received from Level 1 support teams, operations centers, and field support teams.
- Support user onboarding and offboarding activities, including account provisioning, access management, and permission administration.
- Create, maintain, and improve technical documentation, knowledge base articles, and support procedures.
- Collaborate closely with internal product, technology, and support teams to understand platform functionality, business processes, and ongoing initiatives.
- Diagnose and resolve issues across multiple integrated applications and systems.
- Monitor support queues and ensure timely resolution of incidents in accordance with service expectations.
- Participate in knowledge-sharing activities and contribute to continuous improvement efforts.
- Work effectively within a fully remote team environment using collaboration tools and virtual communication platforms.
Required Qualifications
- Hands-on experience supporting CRM, customer engagement, or marketing technology platforms.
- Strong experience with Braze (required).
- Experience supporting or working with: ServiceNow, Smartling, and Customer engagement and marketing automation platforms
- Strong troubleshooting and analytical problem-solving skills.
- Excellent written and verbal communication skills.
- Demonstrated ability to quickly learn new technologies and adapt to evolving business needs.
- Ability to manage multiple priorities and work independently in a remote environment.
Preferred Qualifications
- Experience supporting marketing automation, customer engagement, or loyalty platforms.
- Understanding of system integrations and data flows between CRM and marketing technology applications.
- Experience supporting SaaS-based enterprise applications.
- Ability to quickly ramp up on new tools, processes, and business requirements.
- Experience working with cross-functional technical and business stakeholders.
Technical Environment
The primary platform supported in this role is Braze, which serves as a key customer communications platform within the organization.
Additional technologies and systems may include:
- Braze
- ServiceNow
- Smartling
- Other integrated CRM and marketing technology applications
Candidates with strong Braze expertise and experience supporting integrated marketing ecosystems will be particularly successful in this role.
Work Arrangement
- Fully remote position (U.S. Onshore only)
- Candidates must be based in the United States
- Initial 6-month contract with strong potential for long-term extension
Ideal Candidate
The ideal candidate is a proactive and technically capable support professional who thrives in a remote environment, communicates effectively with both technical and non-technical stakeholders, and brings deep expertise in Braze along with experience supporting CRM and marketing technology ecosystems. They are resourceful, customer-focused, and skilled at resolving complex application issues while contributing to an exceptional support experience.
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MMD Services Inc. is an equal opportunity employer. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.
Salary : $38 - $46