Technical Success 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!
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 craft 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 building 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 Success Engineer for the Adobe Experience Manager (AEM) solution will provide technical support directly to Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our customers are set-up for success. You will field questions, log, and work high priority issues, meet with Customers regularly, and handle critical issues while working with the extended Adobe teams.
The over-arching goal is to ensure that we can anticipate and avoid issues, identify, and mitigate against risk. You will also coordinate the support involvement with Product Engineering teams and develop documentation to empower the teams and customers. When vital, you may need to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.
Our objective is to build memorable Customer Experiences for our most strategic Customers resulting in them being wildly successful using our products!
Responsibilities

• First point of contact for customer concerns relating to technical issues
• Work on complex customer queries ranging from product to implementation, where analysis of situation requires an in-depth evaluation of various factors; exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results; networks with key contacts outside areas of own expertise; may have matrix reporting relationships across business units. Uses professional concepts and Adobe objectives to resolve customer queries in a creative and effective way.
• Customer advocate who represents their needs with internal teams
• Provide timely response/resolution within established Service Level Agreement Guidelines to technical and product inquiries
• Awareness of Customer Business Priorities & Key Events
• Fully document all customer cases, interactions, and environment details within established process guidelines to ensure complete regular Customer Account reviews.
• Provide proactive Status Updates to required parties
• Troubleshoot/qualify incidents before advancing it to Engineering and collaborating overall engagement between Teams
• Ensure effective usage of Product Features including skills and resources to set-up Customers for success including creation/refinement of documentation

Required skills/qualifications to succeed

• Over 5 years of experience in the software industry, working in a highly technical team where you developed your skills while performing various functions
• Strong knowledge of Web technologies especially JAVA/J2EE (e.g., coding, garbage collection tuning, heap dump & thread dump analysis) and JavaScript, Content Management Systems (CMS), website architecture
• Proficiency in HTML, DHTML, CSS, XML, AJAX, jQuery, Apache & IIS
• Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
• Experience and ability to conceptually understand the implications and propose architectures for large Web based solutions of different sizes, their implications on the solution concept and development as well as understanding the impact of caching and other performance related measures
• Support all kinds of product related issues e.g., architecture, infrastructure, functionality, development, integration, migration etc.
• Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence of similar issues
• Recognizing areas that require patching and upgradation for fixing vulnerabilities

Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technical

• Effective dialogue building skills; listening, good Q&A skills
• Ability to present findings using various mediums (presentations, conference calls, over the phone)
• Enjoys digging into issues in a scientific and methodical way.
• 4 Year Degree or equivalent experience

Desirable to have

• Experience in the Web and/or ECMS technologies space
• Past technical support experience working in the Content Management space for a software company is an asset
• Knowledge of product & software development cycles

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 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, or veteran status.
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