Job Title: Senior Support Engineer – Salesforce (Marketing Cloud / Loyalty / Data Cloud)

Location: Toronto, ON

Salary/Arrangement: ~$120,000 CAD | Permanent, full-time | Hybrid, 4 days onsite

Job Description:

We are partnering with a globally recognized technology and consulting leader to hire a Senior Support Engineer on behalf of one of Canada’s largest and most trusted financial institutions. In this role, you will be a key member of the support team responsible for the bank’s Salesforce marketing and customer engagement platforms. You will take full ownership of support tickets from start to finish, diagnosing issues, implementing fixes and making sure problems don’t come back. This is an opportunity to work on enterprise-scale Salesforce solutions that reach millions of customers, within a stable, well-established organization.

We are open to candidates with one of two skill profiles:

• Profile A: Strong experience with Salesforce Marketing Cloud and Salesforce Loyalty Management (Loyalty Cloud), plus a genuine desire and willingness to learn Salesforce Data Cloud.
• Profile B: Strong experience with Salesforce Data Cloud, plus a genuine desire and willingness to learn Salesforce Marketing Cloud and Loyalty Management (Loyalty Cloud).

What you will do:

• Provide senior-level support for the bank’s Salesforce marketing, loyalty and customer data platforms, owning tickets end to end from triage through to full resolution.
• Investigate and resolve issues related to marketing journeys, email and SMS campaigns, automations, data integrations, loyalty programs, member data and customer segmentation.
• Troubleshoot data flows between Salesforce clouds and connected systems, identifying where and why data is failing or incorrect.
• Lead root cause analysis on recurring or high-impact issues and implement permanent fixes rather than workarounds.
• Manage tickets in an incident management tool (e.g., ServiceNow or Jira), keeping them accurately updated and meeting agreed service levels (SLAs).
• Collaborate with business users, marketing teams, developers and vendors to clarify issues, communicate status and confirm fixes.
• Create and maintain documentation, runbooks and knowledge articles to help the team resolve similar issues faster.
• Identify opportunities to improve platform stability, automate repetitive tasks and reduce ticket volume.

What you will need to have:

• 5+ years of hands-on Salesforce experience, with strong overall knowledge of the Salesforce ecosystem.
• Deep expertise in either (A) Salesforce Marketing Cloud and Loyalty Management, or (B) Salesforce Data Cloud, along with a strong willingness to learn the other.
• Proven ability to independently resolve complex technical support tickets from start to finish.
• Strong troubleshooting and analytical skills, including working with data, SQL queries and integrations.
• Experience working within ticketing and incident management processes (e.g., ServiceNow, Jira) and meeting SLAs.
• Excellent communication skills, with the ability to explain technical issues clearly to non-technical stakeholders.

What would be great to have:

• Experience in banking, financial services or other highly regulated industries.
• Relevant Salesforce certifications (e.g., Marketing Cloud Email Specialist, Marketing Cloud Administrator or Developer, Data Cloud Consultant, Loyalty Management Accredited Professional).
• Familiarity with Marketing Cloud tools such as Journey Builder, Automation Studio, AMPscript and Contact Builder.
• Familiarity with Data Cloud concepts such as data ingestion, identity resolution, calculated insights and segment activation.
• Experience with APIs and system integrations.