Level 2 Marketing Technology Support Engineer

Purpose

Provide technical support for corporate and property stakeholders by supporting customer relationship management (CRM) and marketing technology platforms. Enable engineering teams and business users to operate efficiently with minimal disruption. This role focuses on supporting CRM platform tools and marketing technology initiatives while providing Level 2 technical support and platform administration.

Key Responsibilities

• Serve as a Level 2 technical support resource for business users, marketing teams, properties, brands, and internal engineering teams.
• Provide primary support for CRM and marketing technology platforms, including customer engagement, translation management, workflow automation, and ticketing tools.
• Manage and respond to support tickets, including escalations from Level 1 support.
• Ensure timely resolution of issues related to access management, onboarding, platform configuration, training, and troubleshooting.
• Support user onboarding and offboarding activities, including permissions and access management.
• Conduct training sessions and provide guidance on platform usage, processes, and best practices.
• Act as an escalation point for complex technical issues.
• Troubleshoot integrations, environments, and user workflows in collaboration with engineering teams.
• Partner with cross-functional stakeholders to support business operations and technology initiatives.

Required Qualifications

• Experience supporting enterprise CRM and marketing technology platforms in a corporate environment.
• Hands-on experience with:
  • CRM and customer engagement platforms
  • Translation management systems
  • Enterprise ticketing systems
  • Microsoft 365
  • Citrix
  • Active Directory
• Strong Level 2 technical support experience, including issue triage, root cause analysis, and escalation management.
• Excellent customer service and stakeholder management skills.
• Ability to support users across multiple teams and business functions.
• Strong analytical and problem-solving skills.
• Effective written and verbal communication skills.
• Ability to work in fast-paced, collaborative environments.

Experience

• Minimum 3 years of enterprise IT support experience.
• Experience supporting business-critical applications and end users in a large corporate environment.

Education

• Associate degree or relevant technical certification required.
• Bachelor's degree preferred.

Preferred Skills

• CRM platform administration and support.
• User access management and provisioning.
• Incident and ticket management.
• Application troubleshooting and support.
• Training and documentation.
• Cross-functional collaboration and stakeholder engagement.