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Application Support Engineer

3 months ago

Bangalore, India Adobe Full time

JOB LEVEL

P30

EMPLOYEE ROLE

Individual Contributor

Adobe is changing the world through digital experiences. Our digital media and digital marketing solutions empower businesses to make, manage, measure, and monetize content. We are aggressively innovating to enrich content creation and to reinvent how companies interact with their customers across every digital channel. Just look around you, our impact can be seen on virtually every screen, from TV and movies to digital magazines, to websites and mobile devices. 

Thereâs never been a better time to join Adobe. We are looking for exceptional talent who are ready to make an impact.

Position summary

Application Support Engineers provide accurate and timely technical support to Adobe Advertising Cloud search customers via telephone, email and live chat. They manage support issues of a complex and technical nature with varying degrees of priority. Application Support Engineers 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 in order to represent Adobe in a professional manner.  This role will be based in Bangalore.

Responsibilities

  • Troubleshoot, analyze, replicate, regress and resolve complex field software problems reported by client or Account Managers. 
  • Reproduce technical issues and work with Engineers to resolve them, by either establishing a workaround or a solution. 
  • Interface with other technical support personnel, engineering and product management located around the world to escalate and resolve critical platform issues. 
  • Prioritize customer issues and company projects effectively, communicating priorities and plans to management.
  • Maintain excellent relationships with Adobe internal and external customers by applying superb customer service and technical skills.
  • Coordinate, respond, assign, track and follow-up on product problems reported by internal or external clients.  
  • Support Adobe's Advertising Cloud search product during the launch of new clients.
  • Manage simultaneous projects of varying sizes & durations
  • Support critical platform deployments

Requirements

  •  B.E/B.Tech/MCA/M.S in computer Science or related field
  • Minimum 5+ years industry experience in a technical support/consulting role, preferably in a high- tech setting
  • Excellent communication skills, both written and verbal
  • Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
  • Experience with SQL and Relational Databases (post-gres, MySql or Oracle). Snowflake experience is a plus
  • Research, reproduce and lead support case resolution efforts for product and technical issues.
  • Experience with observability tools like Prometheus, AlertManager, Grafana and Splunk
  • Hands-on experience with CI/CD tools like Jenkins, Argo. 
  • Has an in-depth understanding about internals of CI/CD tools - Able to define the best practices to onboard a job that can orchestrate a sequence of steps
  • Thinks âout-of-the-boxâ to creatively resolve advanced development problems

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youâre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Weâre glad that youâre pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile â donât forget to include your uniquely âAdobeâ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youâre interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll. 

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youâre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of  gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accommodations@adobe.com.