Senior 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! Senior Technical Support EngineerJOB LEVELP40EMPLOYEE ROLEIndividual ContributorOur companyAt Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day and the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.The Challenge: The Adobe Digital Experience Customer Support team provides round the clock technical assistance for the Adobe Journey Optimizer Solution. We are the key contacts between customers and internal departments to maintain satisfaction and resolution to all customer issues. Senior 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. Document customer interactions in multiple case management systems. Document product knowledge, both internal and customer-facing. The Support Engineer will also be the primary support contact for designated Ultimate customers and will carry out proactive projects designed to manage the risk profile of key accounts. Direct responsibility over support of top accounts. Partner with the Engineering and Product Management and other Customer Engineering teams to prioritize and track the identification and resolution of complex customer issues. Deliver exceptional technical service and support to eliminate, prevent, and workaround product issues. Develop and execute software tests to identify software problems and their causes. Understand the customer’s use cases, goals, objectives, architecture, and business requirements. 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 customersAssist 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 issuesThinks ‘out-of-the-box’ to creatively resolve advanced development problemsAbility to multi-task and prioritize job requirementsExperience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desiredDebugging of customer codeExperience with JavaScript, jQuery, HTML and CSS a plusExperience with SQL and database management a plusExperience with data insertion and reporting APIs, SOAP, REST and PHP a plusAdobe is proud to be an Equal Employment Opportunity 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.