Sr. Technical Support Engineer

Job Description

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!Our companyAt Adobe, we are changing the world. How We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We are the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day- and we are 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.Were a company that understands that product innovation comes from people innovation, and thats why we invest in cultivating leaders throughout the organization. If youre passionate about leading from where you sit, join us.The challengeAdobe Technical Support Consultants provide accurate and timely technical support to Digital Marketing customers via telephone and email. They manage support issues of a complex and technical nature with varying degrees of priority, all while delighting Adobe customers.Technical Support Consultants address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members to represent Adobe in a professional manner.What you will do

• Provides technical support via telephone and email, and thoroughly logs all interactions in respective support cases.
• Validates and reports customer submitted product bug reports with precision.
• Educates customers on the use of Digital Marketing products, specifically Adobe Target.
• Assists in testing new and enhanced products.
• Manages projects professionally and within stated timelines.
• Fully owns cases in their name and contributes to success of global team.
• Identifies trends and potential issues and quickly communicates with affected parties.

• Support sustainable & scalable software solutions for Adobes largest customers.
• Helps maintain accurate and complete product documentation.
• Treat each case as an opportunity to delight customers, despite factors outside control of consultant (such as product limitations or dependencies on third parties)
• Weekend or holiday coverage required in rotation with team.
• Assists in special projects and other duties as assigned.

What you need to succeed

• Bachelors degree in computer science or related field

• At least, three years experience in a customer support environment, preferably in a high enterprise tech setting
• Excellent communication skills, both written and verbal
• Be a problem solver, constantly identifying opportunities to improve processes and then acting.
• Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
• Extensive knowledge of MS Office, email, and how the Internet and websites work
• Ability to build strong relationships across internal teams and with customers.

Strong technical Acumen

• Must have, Deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0 and web services.
• Knowledge of Internet/Digital Marketing concepts
• Experience with SQL and database management.
• Experience with data insertion and reporting APIs, SOAP, REST and PHP
• Knowledge of Mobile and Video programming solutions
• Knowledge of Experience with Tag Management tools
• Desirable to have experience using Adobe Solutions like, Analytics, Target, Audience Manager, Platform (AEP) or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.
• Proven ability to diagnose and troubleshoot complex analytic implementation issues.
• Practical understanding of JQuery, Angular JS, Any JS Framework
• Working knowledge of API (Application Programing Interface)
• Ability to identify, research and quantify business problems using statistical analyses on large data sets.

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Keyskills :
operating systemsms officeweb analyticstechnical supportservice levelnetworkingbig datatroubleshootingservice levelslanbuild strong relationshipsweb 20