Technical Support Engineer 3

4 weeks ago

Ottawa, Ontario, Canada Adobe Full time

JOB LEVEL

P30

EMPLOYEE ROLE

Individual Contributor

Our company

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day.

We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us.

The challenge

The Experience Manager Technical Support Consultant for the AEM (CQ) solution will provide Technical Support for the global Adobe Customer base. 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 manage difficult situations while working with the extended Adobe Support team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What you'll do

o First point of contact for customer concerns relating to technical issues

o Customer advocate and represent their needs with internal product teams

o Provide extremely timely response/resolution to technical and product inquires

o Provide resolution results within established Service Level Agreement Guidelines

o Awareness of Customer business priorities & key events

o Provides proactive Issue Status updates to required parties

o Record and document all issues related to customers within established process guidelines

o Trouble-shoot/qualify cases before advancing into Engineering

o Answer questions regarding product functionality and usage

o Enable product features included in the contract which Customer can't enable themselves through the admin console

o Trouble-shoot implementation problems

o Work high priority technical issues

o Product Content Creation (KB articles, whitepapers, forum participation)

o Provide Knowledge Transfer sessions to help reduce escalations into Adobe

What you need to succeed

o Java Development Experience

o Experience with JavaScript, HTML, CSS, XML, Docker/K8s,

o Experience with Adobe CQ/AEM highly desired but not a hard requirement

o Windows/Linux server knowledge

o Performance tuning and optimization

o Debugging of customer code

o Knowledge at API level of 3rd party applications

o Bachelors Degree or equivalent experience.

o 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

o Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

o Advanced written and verbal communication skills

o Strong personal organization skills

o Ability to multi-task and prioritize job requirements

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

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