Premier Support Experience Platform Technical Support Engineer
San Jose
hace 21 horas

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!

At Adobe, we're changing the world! How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful.

We give businesses and organizations the power to truly engage their customers. We're the ones behind the elegantly designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

Adobe Experience Platform (AEP) is the first purpose-built customer experience management platform. With real-time customer profiles, continuous intelligence, and an open and extensible architecture, it makes delivering personalized experiences at scale a reality.

As a Technical Support Engineer for AEP you will be the Named Support Engineer for a handful of Adobe’s most strategic customers.

These customers will have purchased Premier Support, which gives them access to senior-level support for technical issues, questions, and other support tasks, particularly those involving multiple Adobe solutions.

You will have successfully supported software and / or SaaS-based technology, be a creative problem solver who is passionate about customer success, troubleshooting code and systems, and still be able to deliver a premium service with excellent communication skills.

Mastery of web-based technologies, and ability to quickly learn and decode new ones is key to success in this role.

We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation.

What you’ll do

Direct responsibility over support of top accounts for AEP

Deliver exceptional customer experiences to eliminate, prevent, and workaround product roadblocks

Thoroughly document all customer interactions in CRM ticketing system

Own one or more projects to enhance overall team impact

Partner with the Engineering and Product Management teams to prioritize and track addressing of complex customer issues

Documentation of product knowledge, both internal and customer-facing

Collaborate with other Named Support Engineers covering other Adobe solutions for your same customers

Assist in weekend / holiday on-call coverage of Adobe Experience Platform

Become a subject matter expert in a handful of services powering AEP

What you’ll need to succeed

Minimum of 3 years of high-tech support experience in a fast-paced, enterprise level, mission-critical software environment

Core skills / competencies include Technical Prowess, Relationship Management, Data Analysis, Problem Solving, and overall Technical Curiosity

Proficient in API workflows and SQL, along with web standards like HTML, CSS, and JavaScript

Act as a role model to others : sets an example of integrity, ethical behavior and professionalism

Excellent organizational skills : ability to prioritize, manage, multi-task and execute projects multi-functionally

Superior communications skills (presentation, written, and verbal) to effectively interact with all levels of professional staff.

Ability to explain complex concepts simply

Excellent technical troubleshooting and problem-solving skills using both browser developer tools and in-house tools

Ability to navigate challenging situations in a professional manner

Mastery of SaaS solutions or Adobe Experience Cloud solutions a plus

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