Senior Technical Support Engineer (AEP)

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The challenge

Adobe Technical Product Consultants provide accurate and timely technical support to Digital Marketing customers via telephone and email. They manage support issues of a complex and technical nature with varying degrees of priority, all while delighting Adobe customers. Technical Support Consultants address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members to represent Adobe in a professional manner.

What you will do

• Provides technical support via telephone and email, and thoroughly logs all interactions in respective support cases.

• Validates and reports customer submitted product bug reports with precision.

• Educates customers on the use of Digital Marketing products, specifically Adobe Target.

• Assists in testing new and enhanced products.

• Manages projects professionally and within stated timelines.

• Fully owns cases in their name and contributes to success of global team.

• Identifies trends and potential issues and quickly communicates with affected parties.

• Support sustainable & scalable software solutions for Adobe's largest customers.

• Helps maintain accurate and complete product documentation.

• Treat each case as an opportunity to delight customers, despite factors outside control of consultant (such as product limitations or dependencies on third parties)

• Weekend or holiday coverage required in rotation with team.

• Assists in special projects and other duties as assigned.

What you need to succeed

• Bachelor's degree in computer science or related field

• At least, three years' experience in a customer support environment, preferably in a high enterprise tech setting

• Excellent communication skills, both written and verbal

• Be a problem solver, constantly identifying opportunities to improve processes and then acting.

• Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.

• Extensive knowledge of MS Office, email, and how the Internet and websites work

• Ability to build strong relationships across internal teams and with customers.

Strong technical Acumen

• Must have, Deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0, and web services.

• Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, Tag Management.

• Experience with SQL and database management.

• Experience with data insertion and reporting APIs, SOAP, REST and PHP

• Knowledge of Mobile and Video programming solutions

• Knowledge of Experience with Tag Management tools

• Desirable to have experience using Adobe Solutions like, Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.

• Proven ability to diagnose and troubleshoot complex analytic implementation issues.

• Practical understanding of JQuery, Angular JS, Any JS Framework

• Working knowledge of API (Application Programing Interface)

• Ability to identify, research and quantify business problems using statistical analyses on large data sets.

• Evidence of leading multi-platform Adobe solutions as a product owner, technical client service lead or solution consultant

• Adobe Experience Cloud tool certification (either Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics are desirable)

• General knowledge about working with Google, Tealium, Salesforce and Pega technologies

• Advanced level Excel and PowerPoint

• Some experience of digital marketing, CRO, digital analytics, decisioning, campaign planning, creative and UX disciplines

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.