Adobe

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
Adobe’s Commerce Named Support Engineer (NSE) supports an assigned set of customers, as part of Adobe’s Premier service, to facilitate speedy resolution of live issues and to lead the support of their Commerce environments. NSEs coordinate with the Adobe Commerce extended support team to provide a superior level of customer support. As an NSE, you will conduct periodic service reviews tailored to meet the customers’ needs, including the review of active cases, addressing customers’ technical concerns and agreeing on action plans and priority across all deployed solutions.

What you’ll do
Use your technical knowledge to guide, coordinate and drive customers’ technical issues to resolution in collaboration with peer support/engineering/consulting teams
Coordinate customer status calls and feedback on live issues
Lead regular service reviews with assigned Adobe Commerce Premier customers
Deliver pro-active and preventative deliverables and standard methodologies
Pro-actively communicate upcoming releases and possible impact
Guide customers through complex environment changes
Provide onsite and production support
Coordinate regular knowledge transfer sessions
Identify opportunities to optimize deployment and services
What you need to succeed
Solid understanding and hands on support experience of web technologies (Linux, MySQL are essential –  NGINX, Apache, Redis, PHP, Fastly desirable).
Customer-facing experience in a live support setting (operations, consulting, account management)
Experience working in complex enterprise IT environments
Excellent written and verbal communication skills in English are essential, another language would be beneficial
Very strong technical troubleshooting skills.
Experience organizing, facilitating, and presenting customer calls and meetings
Demonstrable proficiency inbuilding customer/ partner relationships & confidence
cross-functional collaboration
strategic insight of operational decisions
Familiarity with web-application security vulnerabilities and how to avoid them, such as understanding PCI compliance concepts
Desirable Skills / Experience
Enterprise software  – WebSphere, Weblogic, JBoss, Oracle, Java, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies)
Operational / support experience with an eCommerce product set
Magento implementation / support experience / certifications
ITIL 4 Foundation

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.

To apply for this job please visit adobe.wd5.myworkdayjobs.com.