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! Customer Experience & Identity Technical Support Engineer  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 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 Adobe DX Solutions is looking for a Technical Support Engineer who is responsible for resolving issues and answering questions related to Adobe DX Solutions and user management and functionality to ensure successful use and access of Adobe DX Solutions. This person needs to think customer centrically and focus on customer adoption and happiness while navigating multiple channels at one time: phone, email and chat. If you are an experienced Support professional, who cares about your customers and want to secure your future in the rapidly growing SaaS industry.  What you'll Do  Advocate for product features based on customer solution requirements  Conduct account reviews to advise the customer on how to make better use of the product Monitor phones and chat via Purecloud; open cases as needed Provides support to coordinate solutions, manage accounts, obtain advice and administer plans Ensures customer questions and issues are answered correctly and efficiently by documenting and identifying trends in customer service needs Resolves customer issues surrounding consulting, information, and software services, solutions, and products Assist in post-sales support and production to ensure that the customer’s needs are met; provide or organize tech support as requested by customers Collaboration with team members to document best practices and identify ongoing learning and opportunities Partnership with teams across the organization to create a seamless customer experience  What you need to succeed  2+ year’s experience in a SaaS Technical Support role A BA/BS degree in a related field or equivalent experience Representing Support in cross-functional projects and initiatives Experience identifying, planning, and successfully leading new service initiatives and internal improvement projects impacting efficiency and scalable growth, within Support teams and cross-functionally Excellent interpersonal skills -ability to prioritize, lead, multi-task and execute projects cross-functionally Meeting obligations of Service Level Targets between Adobe DX Solutions and its customers Address customer concerns and questions, large and small, in an effective and timely manner Superior proven ability to communicate/present effectively at all levels of the organization, including executive level Understand processes to work efficiently and provide customers with the right answer Applies critical thinking to existing team's operational processes to propose potential solutions for the identified areas of improvement and potential efficiency gain opportunities Providing feedback and insights to the team on ways to better serve our customers 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.  Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $57,000 -- $118,300 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.Adobe 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.