Technical Support Engineer 3

Technical Support Engineer 3

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!

What You'll Do

As a Technical Support Engineer 3 at Adobe, you will be at the forefront of ensuring our customers have flawless experiences with our products. Your role will be crucial in representing customer needs and delivering timely solutions to technical issues.

• Serve as the first point of contact for customers' technical concerns on AEP/AJO
• Advocate for customers and relay their needs to internal product teams
• Provide timely and accurate responses to technical and product inquiries
• Ensure resolution within established Service Level Agreement guidelines
• Maintain awareness of customer business priorities and key events
• Deliver proactive issue status updates to relevant parties
• Record and document all customer issues following process guidelines
• Address and assess cases before raising them to engineering
• Address questions about product functionality and usage
• Enable product features per customer contracts when they cannot
• Troubleshoot implementation problems
• Analyze complex issues requiring in-depth evaluation of variable factors
• Collaborate with teams through scrums and other interactions to resolve complex issues
• Demonstrate intermediate to expert problem-solving skills
• Maintain strong personal organization skills
• Manage multiple tasks and prioritize job requirements

What You Need To Succeed

Our ideal candidate is exceptionally skilled with a proven track record in customer support within a high-tech enterprise setting. You should have at least five years of relevant experience and possess advanced abilities to interpret and address customer business needs.

• Advanced communication skills, both written and verbal
• Detailed and effective troubleshooting capabilities
• Strong analytical skills to identify and research business problems
• Ability to diagnose and solve complex implementation issues
• Knowledge of mobile and video programming solutions
• Familiarity with Tag Management tools
• Experience with Adobe Solutions like Adobe Experience Platform, Adobe Journey Optimizer, Analytics, Target, and Audience Manager
• General knowledge of Google, Tealium, Salesforce, and Pega technologies
• Advanced proficiency in Excel and PowerPoint
• Understanding of digital marketing, CRO, digital analytics, and UX fields
• Proficiency in JavaScript, jQuery, HTML, CSS, Angular JS, and any JS framework
• Experience with SQL, database management, and APIs (SOAP, REST, PHP)
• Creative problem-solving skills
• Experience with various operating systems and software, emphasizing installation, troubleshooting, and client/server operations

Join us and play a pivotal role in delivering world-class support to our customers. Your expertise will help build the future of personalized digital experiences!

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.