Aep 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 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!

What you will do

• Troubleshoot and reproduce the technical problems reported by customers and define workarounds.

• 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 the success of the global team.

• Identifies trends and potential issues and quickly communicates with affected parties.

• Support sustainable & scalable software solutions for Adobe's largest customers.

• Helps maintain accurate and complete product documentation.

• Treat each case as an opportunity to delight customers, despite factors outside control of the consultant (such as product limitations or dependencies on third parties)

• Work in shifts 24/7 • Weekend or holiday coverage as required in rotation with team.

• Assists in special projects and other duties as assigned.

What you need to succeed

• Bachelor's 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 verbal and written. • Must be self-motivated, responsive, professional, and dedicated to customer success.

• Possess an innovative, problem-solving, and solutions-oriented mindset.

• Demonstrated ability to learn quickly, be a team player, and manage change effectively.

• Extensive knowledge of Microsoft Office and websites.

• Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.

• Ability to build strong relationships across internal teams and with customers. Strong technical Acumen

• Must have, Deep knowledge and understanding of HTML, JavaScript, Perl, and Web services/API.

• Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, and Tag Management.

• Experience with SQL and database management.

• Experience with data insertion and reporting APIs, SOAP, REST, and PHP

• Knowledge of Mobile and Video programming solutions

• Desirable to have experience using Adobe Solutions like, Adobe Experience Platform, Analytics, Target, Audience Manager, 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, and Any JS Framework

• Working knowledge of API (Application programming interface)

• Ability to identify, research, and quantify business problems using statistical analyses on large data sets.

• Adobe Experience Cloud tool certification (either Adobe Campaign, Adobe Experience Platform, Adobe Target, or Adobe Analytics are desirable)

• General knowledge about working with Google, Tealium, Salesforce, and Pega technologies.

• Advanced level Excel and PowerPoint

• Some experience in digital marketing, CRO, digital analytics, decisioning, campaign planning, creative and UX disciplines

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.