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! Position SummaryThe Primetime Technical Support Consultant position is a customer-facing technical support and client services role, enabling client success by resolving technical issues, providing training, maintaining documentation and delivering operational recommendations driven by customer requirements.ResponsibilitiesAct as point of contact to provide consultative technical supportAct as video technology specialist bringing knowledge to the team in the deployment, operation and troubleshooting of video player SDKs, video ad serving, digital rights management, encoding and packaging, live streaming and video-on-demand technologyProvide timely resolution to technical and product inquiries within established SLAs, including regular status updates to clientsTrouble-shoot/qualify cases before escalating into EngineeringCollaborate with internal teams to drive prioritization, analysis and resolution of complex technical issues, resulting in the highest level of customer satisfactionContribute to knowledge base, documentation, and support ticket systemsRequirementsProven background building deep and enduring relationships with complex clients in an account management or consultative sales organization.Ability to thrive in a fast-paced environment, working closely with a cross functional team of account managers, engineers and solution consultants.Advanced written and verbal communication skillsStrong personal organization skills including the ability to multi-task and prioritize job requirementsDemonstrated creative problem-solving approach and strong analytical skillsStrong Technical knowledge of RTMP, HTTP or other video streaming protocols, video encoding, client-side SDKs, server software maintenance/architectureDetailed experience working within products built with one of the following: ActionScript, JavaScript, HTML5, Java or Objective C, including trouble-shooting of customer playback environments, video player to server network activityBachelor’s Degree or equivalent experience5+ years’ full time experience in customer care/support or related field Ideal qualificationsOperational knowledge of Windows/Linux servers, including configuring services, shell scripting etcExpertise in video ad monetization models, DRM mechanisms (FAXS) PerksAdobe 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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