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Technical Support Engineer

4 months ago

Noida, Uttar Pradesh, India Adobe Full time

JOB LEVEL

P20

EMPLOYEE ROLE

Individual Contributor

Provides technical support to field engineers, technicians, and product support personnel who diagnose, and troubleshoot complex issues. Responds to situations where first-line product support has failed to isolate or fix problems. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. Provides support to customers/users where the product is highly technical or sophisticated.

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

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We're glad that you're pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don't forget to include your uniquely 'Adobe' 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 you're 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 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 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