Technical Support Engineer
Adobe Software
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!
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!
The Opportunity
The Technical Support Engineer will provide support for the global Adobe Commerce Cloud customer base. Key elements of the role involve handling technical application and infrastructure issues and ensuring our customers are set-up for success. You will take ownership of high priority customer issues while working with the extended Adobe Support and Engineering teams. Team members will be required to thoroughly solve and document customer cases to ensure effective problem and preventative case management. The objective of this group is to create memorable customer experiences for our customers resulting in them being wildly successful using our products.
What you'll do
- •First point of contact for customer concerns relating to technical issues with Adobe Commerce application.
- •Customer advocate and represent their needs with internal product and engineeringteams.
- •Provide timely response/resolution to technical, product and cloud infrastructureinquires.
- •Provides resolutions within established Service Level Agreement Guidelines.
- •Trouble-shoot/qualify cases before advancing it to engineering.
- •Answer questions regarding product functionality and usage.
- •Work high priority technical incidents and critical outages.
- •Product content creation (KB articles, whitepapers, forum participation).
- •Provide knowledge transfer sessions to help reduce critical issues into Adobe.
What you need to succeed
- •At least 2+ year working experience with Magento or Commerce Cloud is essential.
- •5 years of experience in an enterprise software or cloud support environment.
- •Excellent (oral and written) communication skills in English.
- •Strong knowledge of Linux command line.
- •Familiarity with Apache, NGINX, Redis, DNS, CDN and SSL.•Relational database skills: Deep expertise in MySQL and database queries.
- •Familiarity with programming/scripting languages such as Node.js, Perl, Java and Python.
- •Understanding of modern web technologies and relationships between them
- •Ability to analyze/extrapolate issues via logs and other sources of information to infrastructure and application teams a good starting point for in depth reviews.
- •Strong organizational and time management skills including multi-tasking andjob duties.
- •Proficient in technical problem-solving methodologies.•Ability to adapt and change in a dynamic environment.
- •High patience and pacifying skill to handle difficult customers.
- Be able to effectively display, Empathy, helpfulness and transparency in interactions.
•This role requires working in different shifts including North America hours on rotation to support customers as per the aligned Geo.
•Available for on-call rotation, work off hours, holiday and weekend hours as required.
•Understand the issue’s business impact, report top call generators, severe issues, new emerging trends, feature requests and common how- to questions.
Adobe is proud to be an Equal Employment Opportunity 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.
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