Developer Relations Support Engineer

Developer Support Engineer

Join our Developer Experience team as a Developer Support Engineer and play a pivotal role in empowering developers to unlock the full potential of the Adobe Express developer platform. This position combines technical expertise with a strong focus on developer experience to deliver outstanding technical support to our developers. As a key member of our team, you will help external developers seamlessly integrate with our platform to build innovative digital experiences.

What you'll do:

• Collaborate closely with developers and partners to troubleshoot issues by replicating problems, reviewing and creating code snippets, and providing clear, actionable solutions.
• Diagnose and resolve complex issues involving APIs, integrations, and custom configurations within the Adobe Express platform.
• Establish expectations by providing clear timelines for issue resolution and offering updates when necessary.
• Effectively communicate complex technical information in an easy-to-understand and straightforward way.
• Actively participate in community forums, addressing technical challenges and elevating issues according to customer SLAs to ensure a smooth developer experience.
• Refine and scale our support processes by identifying areas for improvement and implementing changes to increase the efficiency and effectiveness of the service we provide to our developers.
• Identify patterns and common issues, record them, and share insights with the broader team to scale support and prevent repetitive problems for developers.
• Provide clear and concise documentation and mentorship to developers, ensuring they can successfully and efficiently implement our tools.
• Monitor and analyze support metrics to identify trends and opportunities for improvement.
• Collaborate with various teams across different time zones and countries to effectively resolve issues.

Requirements:

• 8+ years of experience is required at the minimum with a base location in Bangalore.

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• Proven experience collaborating with external customers or developers to provide technical support, troubleshoot issues, and deliver effective solutions.
• Strong understanding of JavaScript, web concepts, and software development methodologies, and capable of writing and testing code snippets effectively.
• Outstanding problem-solving skills with a capacity to think critically and break down complex problems into manageable steps.
• Exceptional attention to detail, with a keen interest in identifying patterns and creating processes to prevent recurring issues.
• Excellent communication skills, both written and verbal, including the ability to explain complex concepts in a clear, concise manner to effectively assist developers.
• Ability to rigorously prioritize tasks and manage time efficiently in a fast-paced environment.
• Collaborative spirit and the determination to drive issues to resolution with a positive and proactive approach.
• Strong sense of customer empathy and a passion for delivering exceptional service and support to developers.
• Familiarity with Adobe Creative Cloud products is a plus.

Adobe is proud to be an Equal Employment Opportunity 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.

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