Analytics Tier 3, Sr. Technical Support Engineer
Adobe
San Jose
hace 5 días

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!

Our Company

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and build 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 gorgeously designed content that streams across your laptop, TV, phone, and tablet every day and 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.

We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.

If you’re passionate about leading from where you sit, join us.

The Challenge

Adobe is committed to delivering world-class experiences. The Tier 3 Technical Support Engineering (TSE) for the Adobe Analytics Solution is tasked with ensuring our customer’s support interactions aspire to this lofty standard.

Tier 3 brings to bear technical product knowledge, support experience, and cross-team collaboration in defining and delivering support processes that lead toward the success of our customers.

As a Tier 3 Support Engineer, you will train and mentor support teams, prepare and coordinate product update activities, troubleshoot and evaluate high-priority technical issues, and ensure clarity and quality of prioritized engineering requests.

What you’ll do

  • Mentor Tier 2 Support as point of contact on technical issues
  • Advocate for customers, representing their product needs to Adobe product teams
  • Provide timely response / resolution and updates to technical and product inquires
  • Trouble-shoot / qualify / prioritize cases submitted to Engineering
  • Maintain highly collaborative partnership between Support and Engineering
  • Develop and maintain troubleshooting tools
  • Manage high-priority and escalated technical issues, including implementation issues
  • Present product training and author content (KB articles, whitepapers, forum participation)
  • Provide ongoing enablement to cover gaps in Supports’ knowledge
  • Define and oversee product release activities and readiness for the support organization
  • On-board new support team members
  • What you need to succeed

  • At least 7+ years’ experience in a customer support environment, preferably in a high- tech setting
  • Experience with JavaScript, jQuery, HTML and CSS
  • Experience with SQL and database management.
  • Experience with data insertion and reporting APIs, SOAP, REST and PHP
  • Superb communication skills, both written and verbal
  • Thinks out-of-the-box’ to creatively resolve and diagnose complex development and analytics implementation issues
  • Ability to systematically and effectively solve problems while ensuring customer satisfaction within stated service level goals
  • Good ability to identify, research and quantify business problems using statistical analyses on large data sets
  • Ability to multi-task and prioritize job requirements
  • Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client / server operations is desired.
  • At Adobe, our people are immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely.

    Want to make an impact? Adobe's the place for you! Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

    Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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