Technical Support Engineer

Our CompanyChanging 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! Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.  We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp  We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.     We know that people are the differentiator in our business, and that's why we want to meet you!   The Opportunity The Technical Support Engineer for Adobe Experience Cloud products will provide Technical Support for Adobe Experience Cloud customers. They are the key personnel between customers and internal groups to maintain customer satisfaction with our solutions and resolve customer issues. The Technical Support Engineers deliver accurate and timely technical support to Adobe customers. They handle support issues of a sophisticated and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the capability to prioritize and handle various tasks at the same time. The Technical Support Engineer performing this function orchestrates the delivery of services designed to handle and mitigate the risk and support the successful operation and adoption of Adobe solutions in key accounts.What you'll Do Through your actions, drive measurably high levels of customer satisfaction that lead to customer loyalty and retentionProvide customer support via telephone, web-conferencing, portal, and emailAct as a customer advocate, ensuring all customers’ voices are heard inside Adobe!Collaborate closely with engineering and product management to ensure customers’ desires for future product direction are heardAddress customer questions and concerns, large and small, in an effective and timely mannerUnderstand the real-world impact that product issues and defects can have on our customers and their businessWork closely with customers to understand their business and how best to assist them in optimally using Adobe Experience Cloud productsAccurately record and maintain incidents in accordance with department standardsInvestigate, validate, and report customer submitted bug reportsAssist Product & Cloud Engineering staff in resolving product issuesPartner with Technical Account Managers and Customer Success ManagersWhat you need to succeed Fluency in JAPANESE and proficiency in English (reading/writing and verbal communication) is a plusAt least three years experience in a customer support environment, preferably in a high-tech enterprise settingExcellent oral and written communication skills; the ability to clearly communicate technical solutions, and how they can solve customer business problems, to all types of audiencesBe a problem solver, constantly finding opportunities to improve processes and then actingAbility to solve problems, while ensuring customer satisfaction, systematically and effectively within stated service level goalsAbility to build strong relationships across internal teams and with customersEmbrace teamwork, but equally, Independent and dedicated, proactive self-starter.Experience with SQL, database (e.g., Oracle, PostgreSQL) management, and cloud-based data storage (e.g., Snowflake).Experience with XML, JavaScript, HTML, and other script languagesExperience with debugging of customer codeIntermediate knowledge in SMTP, DNS, SSL, and Web servers (e.g., Apache)Experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desiredSpecial consideration given for: Experience using Adobe Campaign, Adobe Journey Optimizer, or other Marketing Automation SystemAdobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.