What are the responsibilities and job description for the SFCC & SFMC-Tech Support lead position at Quinnox?
Company Description
Quinnox is a platform and solutions company focused on simplifying business processes, enhancing customer experiences, and delivering exceptional value through human and applied intelligence. With innovative technologies such as cognitive solutions, SaaS, and conversational platforms, Quinnox drives growth, efficiency, and resilience for its clients. Serving as a trusted technology partner, Quinnox collaborates with leading global Fortune brands and specialized industry leaders. By unlocking the potential of digital solutions, Quinnox empowers organizations to accelerate success and innovation.
Role Description
This is a full-time /contract on-site role for a SFCC & SFMC-Tech Support Lead. The role involves overseeing technical support operations for Salesforce Commerce Cloud (SFCC) and Salesforce Marketing Cloud (SFMC). Day-to-day responsibilities include providing technical support, troubleshooting issues, resolving customer inquiries, and driving customer satisfaction. The candidate will also analyze and address technical challenges to ensure seamless support for clients.
Role -SFCC & SFMC-Tech Support lead
Location- Atlanta, GA
Responsibilities-
Required- SFCC & SFMC certified candidate.
L1 – Application Monitoring (SFCC & SFMC – MCE & MCP)
Monitor SFCC site uptime, scheduled jobs, OCAPI/API availability, order flows, and system logs.
Monitor SFMC (MCE & MCP) journeys, automations, email sends, API usage, and batch activity.
Acknowledge, categorize, and triage alerts from monitoring tools (New Relic, Splunk, CloudWatch, SFMC logs).
Perform first-level troubleshooting for email delivery issues, failed sends, HTML/CSS rendering problems, or basic SQL/automation failures.
Validate email deliverability: bounces, suppressions, spam indicators, and send logs.
Perform initial checks for REST API failures, authentication issues, or data sync gaps.
Escalate incidents to L2 with complete diagnostic information (logs, timestamps, payloads, reproduction steps).
Conduct post-deployment health checks for SFCC & SFMC environments.
Interact with customers/business teams to gather initial details or clarify symptoms before escalation.
L2 – Technical Production Support (SFCC & SFMC – MCE & MCP)
Troubleshoot advanced SFMC issues: email delivery failures, template/HTML/CSS bugs, personalization logic errors, and automation/journey defects.
Debug SQL query activities, segmentation logic, data extension relationships, and query performance issues.
Investigate REST API failures, rate limits, payload errors, and integration-related defects.
Analyze and resolve SFCC cartridge issues: pipelines, controllers, ISML templates, jobs, and service framework.
Troubleshoot SFCC ↔ SFMC integration issues, triggered sends, profile sync, event/behavioral data flows, and data ingestion errors.
Author and maintain SOPs, runbooks, troubleshooting guides, and knowledge base articles.
Lead incident and change management processes, including impact analysis, approval workflows, and implementation planning.
Provide clear customer communication during incident bridges, status calls, and post-incident reviews.
Work independently with minimal supervision while continuously learning new platform features and technologies.
If interested in applying for this role, email me your updated resume to dipas@quinnox.com