Torchora
Back to Home

Key Responsibilities and Required Skills for Marketo Technical Support Engineer

💰 $80,000 - $120,000

EngineeringCustomer SupportMarketing TechnologySaaS

🎯 Role Definition

As a Marketo Technical Support Engineer you will be the technical escalation point for Marketo and marketing automation issues, providing expert troubleshooting, integration support, and strategic guidance to customers and internal teams. You will diagnose and resolve complex platform issues including API integrations, data syncs with CRM systems (for example Salesforce), deliverability problems, smart campaign logic, Munchkin/tracking, and Marketo program architecture. You will also author documentation, contribute to product feedback, and partner with product engineering and customer success to improve customer outcomes and drive platform adoption.

This role is highly visible and requires excellent written and verbal communication, analytical skills, and hands-on experience with Marketo Engage, related web technologies (HTML/CSS/JS), SQL, and REST/SOAP APIs.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Marketing Automation Specialist
  • Technical Support Engineer (SaaS / Martech)
  • CRM Administrator (e.g., Salesforce Admin)

Advancement To:

  • Senior Marketo Engineer / Lead Marketo Architect
  • Marketing Automation Manager / Director of Marketing Operations
  • Customer Success Engineering Manager / Technical Account Manager

Lateral Moves:

  • Martech Solutions Architect
  • Integration Engineer (iPaaS / Middleware)
  • Email Deliverability Specialist

Core Responsibilities

Primary Functions

  • Troubleshoot and resolve complex Marketo issues end-to-end, including campaign execution failures, smart campaign logic errors, and incorrect program flow, ensuring timely resolution and clear communication to stakeholders.
  • Diagnose and remediate CRM sync issues and bi-directional data sync problems between Marketo and Salesforce (or other CRMs), including field mapping errors, lead/lead activity discrepancies, and sync performance bottlenecks.
  • Implement, maintain, and troubleshoot Marketo REST and SOAP API integrations; design robust API call strategies, rate-limit handling, error retries, and security configurations for third-party integrations.
  • Investigate and resolve email deliverability issues by analyzing headers, bounce codes, SPF/DKIM/DMARC configuration, sender domains, warming strategies, and ISP feedback to maximize inbox placement.
  • Configure and debug Munchkin tracking, tracking scripts, cookies, and cross-domain tracking; ensure accurate web activity capture, deduplication, and attribution across landing pages and external websites.
  • Review, optimize, and implement Marketo program architecture (engagement programs, nurture streams, smart campaigns, smart lists) to improve scalability, maintainability, and performance.
  • Create and maintain detailed incident reports, runbooks, and troubleshooting playbooks, executing post-incident analysis and recommending permanent fixes or configuration improvements.
  • Support complex data operations: lead imports/exports, segmentation logic, data cleansing, deduplication processes, and SQL queries for segmentation or reporting needs.
  • Provide expert guidance and hands-on assistance with Marketo forms, landing pages, tokens, dynamic content, and email templates including HTML/CSS and client-side JavaScript troubleshooting.
  • Build and test webhook integrations with third-party tools and internal services; validate payloads, authentication (OAuth, API keys), error handling, and retry logic.
  • Guide customers and internal stakeholders on best practices for audience segmentation, lifecycle management, scoring models, and campaign governance to increase engagement and conversion rates.
  • Lead technical onboarding for new Marketo customers and internal hires, designing migration plans, environment setup, and validation checklists to ensure a smooth transition to production.
  • Reproduce, isolate, and debug intermittent or environment-specific defects; collaborate closely with product engineering to create reproducible test cases and expedite bug fixes.
  • Monitor platform health and feature usage, proactively identify risk areas or misconfigurations and recommend remediation steps or architecture changes.
  • Manage escalations across cross-functional teams by coordinating support intake, technical triage, timeline estimates, and communicating status to stakeholders and executives.
  • Conduct root-cause analysis of recurring issues and implement automation or governance changes to eliminate manual work and reduce incident frequency.
  • Analyze campaign and program performance metrics; produce technical recommendations that improve system throughput, reduce latency, and optimize campaign delivery.
  • Validate and implement SSO, SCIM provisioning, and authentication flows for enterprise customers; troubleshoot OAuth token issues, certificate renewals, and permission scopes.
  • Provide consultative pre-sales and post-sales support by scoping technical implementations, estimating effort for integrations, and validating feasibility of custom solutions.
  • Maintain and update public and internal knowledge base articles, how-to guides, and FAQs that enable customers and support teams to self-serve and accelerate problem resolution.
  • Educate marketing and operations teams on new Marketo features, release notes, and governance policies through webinars, workshops, and hands-on training sessions.

Secondary Functions

  • Partner with product management and engineering to provide customer-driven feature requests and technical feedback that influence the product roadmap.
  • Build sample templates, starter campaigns, and technical accelerators that reduce time-to-value for new customers and internal projects.
  • Assist in QA for new Marketo platform releases, integrations, and custom extensions; create test scenarios and validate fixes in staging and production-like environments.
  • Support cross-team projects such as migrations from legacy marketing automation platforms, API-driven data pipelines, or enterprise rebranding initiatives.
  • Help design and enforce tagging, naming conventions, and governance frameworks to maintain clean and scalable Marketo instances.
  • Provide occasional after-hours support for critical incidents and major campaign launches; maintain on-call readiness for escalation handling.
  • Liaise with external vendors (email service providers, analytics platforms, identity providers) to coordinate technical troubleshooting and solutioning.
  • Contribute to continuous improvement initiatives by identifying automation opportunities and developing small tools or scripts that reduce repetitive manual work.

Required Skills & Competencies

Hard Skills (Technical)

  • Adobe Marketo Engage administration and troubleshooting — deep experience with programs, smart campaigns, smart lists, tokens, and engagement streams.
  • Marketo REST and SOAP API design and debugging — building integrations, handling rate limits, authentication (OAuth), and data exchange patterns.
  • CRM integration expertise — strong experience integrating Marketo with Salesforce (and other CRMs), mapping sync behaviors, and resolving lead/contact lifecycle issues.
  • Email deliverability and authentication — knowledge of SPF, DKIM, DMARC, deliverability diagnostics, bounce handling, and sender reputation management.
  • Web tracking and analytics — Munchkin, cookies, cross-domain tracking, Google Tag Manager basics, and validating web activity ingestion.
  • Web technologies — HTML, CSS, responsive email coding, and JavaScript for emails/landing pages and troubleshooting rendering issues.
  • Data manipulation and query skills — SQL (for segmentation and reporting), data import/export tooling, and basic ETL concepts.
  • Webhooks and integration middleware — configuring payloads, security, retries, and integration with iPaaS solutions (e.g., Zapier, Workato, MuleSoft).
  • Authentication & security — SSO (SAML), OAuth flows, certificate management, permissions, and role-based access control best practices.
  • Debugging & testing — ability to recreate issues in staging, use browser dev tools and API inspectors (Postman), and craft reproducible bug reports.
  • Version control and change management — managing template versions, deployment checklists, and rollback strategies for campaign assets.
  • Observability and monitoring — using logs, platform health dashboards, and error reports to proactively identify and mitigate issues.
  • Familiarity with email clients and rendering differences — Outlook, Gmail, mobile clients, and best practices for cross-client compatibility.
  • Basic scripting or automation — experience with Python, Node, or scripting tools to automate repetitive tasks and create support utilities.
  • Reporting and analytics — creating dashboards, campaign performance analysis, ROI calculations, and delivering technical recommendations.

Soft Skills

  • Customer-focused communicator: clear, empathetic, and effective at explaining technical issues to non-technical stakeholders.
  • Strong analytical thinker: able to diagnose ambiguous issues, follow data-driven troubleshooting approaches, and propose root-cause solutions.
  • Time and priority management: balances multiple escalations and projects while maintaining SLA commitments.
  • Collaboration and influence: works cross-functionally with product, engineering, sales, and customer success teams.
  • Documentation-oriented: produces clear runbooks, KB articles, and technical documentation that scales support outcomes.
  • Adaptive learner: keeps up with platform changes, new APIs, and best-practice evolutions in marketing automation.
  • Coaching and enablement: trains internal teams and customers to reduce recurring issues and improve self-service.
  • Resilience under pressure: handles high-severity incidents calmly and methodically.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s degree in Computer Science, Information Systems, Marketing, Business, or a related field; or equivalent practical experience.

Preferred Education:

  • Bachelor’s or Master’s degree plus industry certifications (Marketo Certified Expert, Salesforce Administrator, or similar).

Relevant Fields of Study:

  • Computer Science
  • Information Systems / IT
  • Marketing or Digital Marketing
  • Business Administration
  • Data Analytics / Statistics

Experience Requirements

Typical Experience Range:

  • 2–5 years in marketing automation support, technical support engineering, or marketing operations; 3+ years preferred for mid-level roles.

Preferred:

  • 3–7 years of hands-on Marketo Engage experience with a proven track record of supporting complex integrations and enterprise-scale accounts.
  • Demonstrable experience with Salesforce-Marketo syncs, API development/debugging, email deliverability troubleshooting, and technical documentation.
  • Prior customer-facing support experience, including handling escalations and providing technical onboarding and training.
Explore More Careers