Job Description

Our Company

Changing the world through digital experiences is what Adobe\xe2\x80\x99s all about. We give everyone\xe2\x80\x94from emerging artists to global brands\xe2\x80\x94everything they need to design and deliver exceptional digital experiences! We\xe2\x80\x99re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We\xe2\x80\x99re 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!

Our Company

Changing the world through digital experiences is what Adobe\xe2\x80\x99s all about. We give everyone\xe2\x80\x94from emerging artists to global brands\xe2\x80\x94everything they need to design and deliver exceptional digital experiences! We\xe2\x80\x99re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We\xe2\x80\x99re 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 insights can come from everywhere in the organization, and we know the next big idea could be yours!



The Challenge

The Technical Support Engineer for Analytics solution will provide Technical Support for Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and handle user problems while working with the extended Adobe Support team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When vital, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will need to fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to build memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What you\xe2\x80\x99ll do

• First point of contact for customer concerns relating to technical issues
• Customer advocate and represent their needs with internal product teams
• Provide timely response/resolution to technical and product inquires
• Provides resolution results within established Service Level Agreement Guidelines
• Awareness of Customer business priorities & key events
• Provides proactive Issue Status updates to required parties
• Record and document all issues related to customers within established process guidelines
• Trouble-shoot/qualify cases before raising to Engineering
• Answer questions regarding product functionality and usage
• Enable product features included in the contract which Customer can\xe2\x80\x99t enable themselves through the admin console
• Tackle implementation problems
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors; exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results; networks with key contacts outside areas of own expertise; may have matrix reporting relationships across business units. Uses professional concepts and Adobe objectives to resolve a wide range of difficult issues in creative and effective ways.
• Occasionally needs to engage domain specialists in situations warranting deeper level of knowledge/expertise. Regular collaboration with team via scrums, queue bashes and other interactions to learn new concepts and resolve complex issues, sometimes owning the sessions.
• Accelerated ability to comprehend and simulate/replicate customer reported issues demonstrating all the relevant channels of knowledge (documentation, communities, knowledgebase, peers, etc.) Demonstrates Intermediate to Expert troubleshooting skills.

• At least five years\xe2\x80\x99 in a technical support environment, preferably in a high- tech enterprise setting having worked on Adobe Analytics.
• Regularly demonstrates advanced ability to interpret customer business needs and issue impact to both the customer and Adobe; ability to communicate the business impact effectively to internal associates to accelerate resolution and limit the overall business impact
• Acts independently and demonstrates entrepreneurial perspective in figuring out methods and procedures on new assignments; may supervise the activities of others; exercises considerable latitude in figuring out objectives and approaches to assignment; effects of decisions may be long-lasting and influence the future course of Adobe
• Has excellent communication skills, both written and verbal
• Solid ability to identify, research and quantify business problems using statistical analyses on large data sets
• Demonstrable ability to diagnose and fix analytic implementation issues
• Experience with JavaScript, jQuery, HTML and CSS
• Experience with SQL and database management.
• Experience with data insertion and reporting APIs, SOAP, REST and PHP
• Thinks \xe2\x80\x98out-of-the-box\xe2\x80\x99 to creatively resolve development problems
• Debugging of customer code
• Should be flexible to work in a rotational shift enviorment

Adobe