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!
As a Premier Support – Named Support Engineer for the Adobe Campaign solution you will provide Technical Support for the specific Adobe Customers paying for our premium support services.
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 customer issues while working with the extended Adobe Support team (Support, TAMs and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.
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 fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews.
The objective of this group is to build memorable Customer Experiences for our most strategic Customers resulting in Customers being wildly successful using our products.
What you’ll Do
As the first point of contact for customer concerns relating to their technical issues, advocate and represent their needs with internal product and engineering teams.
Provide timely responses, updates and resolution to technical and product inquiries.
Be aware of customer’s business priorities and impact, to ensure mitigation and resolution.
Understand the customer’s business priorities and impact, navigate Adobe internal teams on their behalf, and be able to integrate and establish rapport with cross-region customer teams and cultures to build trust.
Deliver Expert sessions to educate customers on specific product functionality required to resolve their issues.
What you need to succeed
Superb communications skills both written and verbal
Fluency in English and ideally one other European language – French or German
Ability to research and resolve complex technical issues
Ability to prioritize and effectively handle your workload.
Experience in evaluating and understanding business impact of technical issues.
Experience in a software support environment supporting complex, multi-tiered enterprise software applications.
Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
Experience with web services APIs, database connectors, SOAP
Proven in depth knowledge of sophisticated, database-centric, internet-based systems with at least 20% of your time spent solving with SQL and relational databases challenges.
Bachelors Degree or equivalent experience
Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.
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.
Adobe is a Platinum Sponsor of Women in Tech forum and offers employees annual membership to the Women in Tech forum program of monthly virtual events, informal mentoring and coaching to support your ongoing professional development.
To apply for this job please visit adobe.wd5.myworkdayjobs.com.