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Sr Application Support Engineer

3 months ago

Bengaluru, Karnataka, India Adobe Full time

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

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.

There's 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 and will cover US working hours in a rotational night shift.

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

  • 2 weeks per month (max) US on call nightshift.
  • When not on call expected in office 3 days per week (Tues-Thurs)
  • 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 ML based products or Ad Tech domain.
  • 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 is a plus
  • Thinks 'out-of-the-box' 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 you're 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 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 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 or call

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.