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!

 

• Job Description Summary
  Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
  
  
  
  

• 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!
  OPPORTUNITY
  Workfront, an Adobe company, is the leader in enterprise work management. Together, Adobe and Workfront provide companies a single system to support planning, collaboration, and governance to unlock organizational productivity and create exceptional experiences. Workfront helps people do their best work so companies can thrive in a digital world. Workfront is built for people, connecting teams and easily integrating into existing applications and systems. The ability to see, measure, and analyze critical factors such as resources, outcomes, and priorities keeps everyone on the same page, with a clear understanding of why their work matters.
  Our engineers care deeply about Workfront\'s customers and work closely together across oceans and time zones to provide professional, immediate, 24x7 support to anyone that needs assistance with our product. We are not a call center. We don’t use scripts. Our engineers think logically for themselves and have actual conversations with our customers. We manage to do all of this and still provide a fun work environment with good work/life balance. We’ve lost count of how many times we’ve been named one of Utah Business Magazine’s “Best Companies to Work For” here in Utah. You should enjoy getting out of bed and coming to work every day, we do! If you are a collaboratively minded team member that truly cares about your customers and want to secure your future in the rapidly growing SaaS industry, Workfront may be the place for you and this is the team that will take your career to the next level!
  WHAT YOU WILL DO
  We are looking for smart problem-solvers who are experienced and motivated to provide excellent service to our customers and partners throughout the world. You will get to know the core features of our Workfront product at an expert level. The primary responsibility is to manage customer issues related to Workfront products and services over the phone as well as through tickets and chat. Technical support engineers need to identify the issue by troubleshooting and testing with the customer to resolve any issues to our customer’s satisfaction. You will have the opportunity to improve processes and customer experience by crafting new knowledge articles about our product and providing your insights to fellow colleagues and the management team. This is a remote position, reporting to our headquarters in Silicon Slopes in Lehi, Utah.
  If you have previous experience in SaaS and working in a B2B environment as part of a team that spans the globe, we would love to talk to you.
  WHAT YOU NEED TO SUCCEED
  -  Providing a professional level of technical support to Workfront customers by phone and email
  -  Meeting obligations of Service Level Agreements between Workfront and its customers
  -  Understand processes in order to work efficiently and provide customers with the right answer
  -  Providing feedback and insights to the team on ways to better serve our customers
  -  Crafting and improving our Knowledge Base content, both internally and externally
  -  Becoming the go-to resource for the Workfront product and helping others achieve the same understanding.