Adobe
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
We are looking for smart problem-solvers who are experienced and motivated to provide excellent service to our customers and partners globally. You will get to know the core features of our Commerce product at an expert level. The primary responsibility is to handle customer issues related to the Commerce products and services over the phone as well as through tickets and chat. Technical Support Engineers are required to troubleshoot and test directly with the customer and work cross functionally and collaboratively to resolve issues to our customer’s happiness. You will have the opportunity to improve processes and customer experience by crafting new knowledge about our product, whilst sharing insights to colleagues and management.
What you’ll do
Specialised product support – Provide professional technical support to Adobe Commerce customers via phone, chat and email.
Meet obligations of Service Level Agreements between Adobe Commerce and its customers.
Become proficient in the Commerce product and help others to achieve the same.
Troubleshoot, research and analysis to allow fast path to resolution for customer issues, with desire to understand customer’s priorities and use case.
Understand processes, to work efficiently and provide customers with answers.
Guide customer towards pro-active and preventative actions and standard methodologies
Guide customer through complex environment changes
Coordinate/drive customer technical issues with support/engineering/consulting
Share feedback and insights to the team to deliver continual improvement on ways to better serve our customers.
What you need to succeed
Multi-year experience working in complex enterprise IT environments in a customer facing consulting/troubleshooting/account management/development roles
The ability to efficiently queue-manage, multi-task and prioritize, with strong troubleshooting effectiveness gained through previous technical support experience.
Customer focus, with strong communication skills and a customer-first, customer satisfaction results driven approach.
Learning agility with a drive to deliver against commitments, in a high pressure environment.
Working knowledge of Adobe Commerce is useful but not essential as full training will be provided.
Understanding of web technologies (Linux, NGINX, Apache, MySQL, Redis, PHP, Fastly).
Experience with Linux CLI and shell scripting.
In-depth knowledge of web-application security vulnerabilities and how to avoid them, such as understanding PCI compliance concepts
Relevant skills: enterprise software (Windows Server, Linux, Unix, WebSphere, Weblogic, JBoss, Oracle, SQL, Java, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies), ITIL
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
Diversity & Inclusivity: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.
Adobe aims to make adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact [email protected]
To apply for this job please visit careers.adobe.com.