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Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada Adobe Full time

Job Title: Technical Support Engineer

Job Summary:

We are seeking a highly skilled Technical Support Engineer to join our team at Adobe. As a Technical Support Engineer, you will be responsible for providing technical support to our global customer base, handling technical issues, and ensuring our customers are set up for success.

Key Responsibilities:

  • First point of contact for customer concerns relating to technical issues
  • Customer advocate and represent their needs with internal product teams
  • Provide extremely timely response/resolution to technical and product inquiries
  • Provide resolution results within established Service Level Agreement Guidelines
  • Awareness of customer business priorities & key events
  • Provides proactive Issue Status updates to required parties
  • Record and document all issues related to customers within established process guidelines
  • Trouble-shoot/qualify cases before advancing into Engineering
  • Answer questions regarding product functionality and usage
  • Enable product features included in the contract which customer can't enable themselves through the admin console
  • Trouble-shoot implementation problems
  • Work high priority technical issues
  • Product Content Creation (KB articles, whitepapers, forum participation)
  • Provide Knowledge Transfer sessions to help reduce escalations into Adobe

Requirements:

  • Java Development Experience
  • Experience with JavaScript, HTML, CSS, XML, Docker/K8s,
  • Experience with Adobe CQ/AEM highly desired but not a hard requirement
  • Windows/Linux server knowledge
  • Performance tuning and optimization
  • Debugging of customer code
  • Knowledge at API level of 3rd party applications
  • Bachelors Degree or equivalent experience.
  • At least 3 years of full time experience in customer care/customer support or related field, but can be overlooked for those with AEM experience
  • Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
  • Advanced written and verbal communication skills
  • Strong personal organization skills
  • Ability to multi-task and prioritize job requirements

About Adobe:

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.

What We Offer:

  • Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey
  • Opportunities for career growth and development
  • A diverse and inclusive work environment
  • A competitive salary and benefits package
  • The chance to work with a global team of talented professionals

How to Apply:

Update your Resume/CV and Workday profile – don't forget to include your uniquely 'Adobe' experiences and volunteer work. 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. Check out these tips to help you prep for interviews. 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.