Publicis Sapient Hiring Associate Client Support Engineer

Role Overview

The Associate Client Support Engineer (Operations Analyst) will work with a Client Operations Manager and a multi-functional team on the daily operations of real-time, high-volume, multi-channel marketing solutions. The role ensures operational excellence across multiple accounts and keeps processes, tools and deliverables on track for high-quality, on-time client work under contractual obligations. This covers file processing (inputs and outputs, scheduled and ad hoc), PeopleCloud Messaging (PCM) campaign and message delivery, issue management and SLA compliance.

Consistent, flawless execution of daily processes is central to growing the company's business with existing customers, which makes this position a key contributor to that growth strategy.

What You Will Do

• Manage day-to-day solution operations and work with operational teams to deliver error-free results, driving continuous improvement across people, processes and technology.
• Help introduce improvements in operations and infrastructure, including process automation, PCM campaign delivery and ongoing monitoring and alerting across client solutions.
• Apply guidelines, standards and methodology on assigned accounts to improve quality, repeatability and on-time delivery of client marketing activities.
• Collaborate with delivery teams to ensure the quality, completeness and timeliness of operational solution delivery.
• Work with multi-functional teams on root cause analysis and resolution of production issues, keeping internal and external clients satisfied.
• Contribute to solution documentation, including core system documentation and operational escalation processes.
• Support the triage and resolution of issues, and raise critical client issues to leadership for timely resolution.
• Monitor production alerts, troubleshoot failures and take action according to the runbook while maintaining SLA compliance.
• Create incident tickets and lead communication with internal and external partners on daily production cycles until closure, following Standard Operating Procedures.
• Anticipate client operational needs, keep up with marketing technology trends and the company's product offerings, and find opportunities for organizational efficiencies.

What We Look For

Candidates should be quick learners who thrive in a fast-paced environment and can resolve time-bound issues. Clear written and verbal communication of technical issues, attention to detail and the ability to multi-task are important. A good understanding of ITIL operational standards, along with an interest in learning cloud platforms (Azure, AWS, GCP) and Infra-Ops processes and tools, is valued. Understanding of SQL and ETL is a strong plus.