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! The ChallengeThe Adobe Digital Experience Customer Support team provides round the clock technical assistance for the Adobe Journey Optimzer. We are the key contacts between customers and internal departments to maintain satisfaction and resolution to all customer issues. Premier Technical Support Engineers provide accurate and timely technical support to Adobe customers via telephone and portal. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. The Premier Named Support Engineer will also be the primary support contact for designated Premier Elite and Premier Enterprise customers. What you’ll doDrive measurably high levels of customer satisfaction that lead to customer loyalty and retentionProvide customer support via telephone, web-conferencing and portalAct as a customer advocate ensuring all customers’ voices are heardLiaise with engineering/product management to ensure customers’ desires for future product development are heardAddress customer concerns and questions, large and small, in an effective and timely mannerUnderstand the real-world impact that issues and defects have on customersWork closely with customers to understand their business and how best to assist them in using the Adobe Analytics, AEP and CJA solutionsAssist in testing new and enhanced product featuresManage incidents professionally and within stated timelinesAccurately record and maintains incident in accordance with department standardsTroubleshoot, validate, and report customer submitted bug reportsAssist Product & Cloud Engineering staff in resolving product issuesPartner with Technical Account Managers when delivering outcomes for Premier Support clients.What you need to succeedAt least three years experience in a customer support environment in a high- tech setting; preferred having worked as a named/assigned resource for specific accountsSuperb communication skills, both written and verbalAbility to systematically and effectively solve problems while ensuring customer satisfaction within stated service level goalsGood ability to identify, research and quantify business problems using statistical analyses on large data setsProven ability to diagnose and solve complex analytic implementation issuesExperience with JavaScript, jQuery, HTML and CSSExperience with SQL and database management.Experience with data insertion and reporting APIs, SOAP, REST and PHPThinks ‘out-of-the-box’ to creatively resolve advanced development problemsDebugging of customer codeExperience 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 requirementsOur 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.
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