Job Description

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!

P1020848 Technical Support Engineer

Job summary

Provide technical support and product guidance to customers, partners, and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle. Pro-actively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts. Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality. Build and maintain strong working relationships with other teams that support customer needs and business goals.

Responsibilities

- Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.

- Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers

- Educating customers on specific product functionality required to resolve their issues.

- Writing and presenting internal\informal courses on troubleshooting areas of product functionality.

- Creating solution entries as required

- Working cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.

- Timely communication with customers concerning status of open support issues

- Troubleshooting issues related to 3rd party software applications

Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.

o 5-7 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications.

o Experience writing and debugging SQL statements, XML/Javascript/HTML are required.

o Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.

o Experience with web services APIs, database connectors, SOAP

o Proven in depth of knowledge of complex, database-centric, internet-based systems

o Ability to multi-task and work through problems independently

o Excellent Communications skills (written & verbal)

o 4 year degree or equivalent experience

Additional skills expected

o Highly Organized

o Curious and interested in learning new technologies

o Strong multiple priority management skills

o Demonstrates awareness and commitment to customer satisfaction

Work experience

o Worked in a role recently (within the past 5 yrs) as a technical support person that was working with business\enterprise customers.

o Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases.

o Has
4 yrs experience reading and troubleshooting XML, HTML

o Has
4 yrs network\client\server connectivity.

o Has digital marketing experience from an email service provider, or a competitor.