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

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 craft 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 building 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!

The Opportunity

The Sr Technical Support Engineer (TSE) for the Adobe B2B Real Time Customer Data Platform (B2B RT CDP) solution will provide technical support directly to 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 critical issues 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. You will also coordinate the support involvement with Product Engineering teams, and lead trainings and develop documentation to empower the teams and customers.

What you\'ll Do

• Point of contact for customers technical issues
• Customer advocate and represent their needs with internal product teams
• Provide timely response/resolution to technical and product inquiries
• 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 advancing it to Engineering and collaborate on overall engagement between Support and Engineering
• Answer questions regarding product functionality and usage and refine documentation regarding the same
• Diagnose implementation problems
• Develop and maintain troubleshooting tools
• Work high priority and advanced technical issues
• Provide on-site assistance as needed to resolve product issues
• Product Content Creation (KB articles, whitepapers, forum participation)
• Provide Knowledge Transfer sessions to help reduce critical issues into Adobe

What qualities to have to succeed

• At least five years’ experience in a customer support environment, preferably in a high-tech setting
• Superb Customer service skills, both written and verbal
• Ability to systematically and effectively solve problems while ensuring customer satisfaction within stated service level goals
• Solid ability to identify, research and quantify business problems using statistical analyses on large data sets
• Proven ability to diagnose and solve complex analytic implementation issues
• Technical prowess with JavaScript, jQuery, HTML and CSS
• Experience with SQL and database management.
• Experience with data insertion and reporting APIs, SOAP, REST and PHP
• Thinks ‘out-of-the-box’ to resolve complicated development problems
• Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
• Ability to multi-task and prioritize job requirements
• Knowledge of Mobile and Video programming solutions
• Experience with Tag Management tools
• Displays a genuine interest and enjoyment to learn and grow
• Background or understanding of marketing concepts, a plus

At Adobe, you will be immersed in an exceptional 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 unique Check-In approach where ongoing feedback flows freely.

If you’re looking 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 gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.