Technical Support Engineer - Tier 3- Data Collection

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!
The Tier 3 Technical Support Engineer (TSE) for Adobe Experience Platform (AEP) will provide technical support to Tier 2 TSE's as well as directly to Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our Tier 2 Support Teams are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and handle critical issues while working with the extended Adobe Customer Engineering team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate risk, and will lead projects to scale your expertise across the organization. You will also coordinate the support involvement with Product Engineering teams, and lead trainings and develop documentation to empower the teams and customers.
What you’ll do
First point of contact for lower tier support teams as the domain owner relating to technical issues
Customer advocate and represent their needs with internal product teams
Provide timely response/resolution to technical and product inquiries
Provides resolution results within established Service Level Agreement Guidelines
Strong cross-solution skills in understanding and troubleshooting integrations
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 it to Engineering and collaborate on overall engagement between Support and Engineering
Answer questions regarding product functionality and usage and refine documentation regarding the same
Diagnose implementation problems
Develop and maintain troubleshooting tools
Work high priority and escalated technical issues
Provide on-site assistance as needed to resolve product issues
Product Content Creation (KB articles, white papers, forum participation)
Provide Knowledge Transfer sessions to help reduce critical issues into Adobe
What you need to succeed
At least five years’ experience in a customer support environment in a technical role covering Adobe Experience Cloud, preferably including Experience Platform.
Superb communication skills, both written and verbal, and ability to use them to create and deliver technical enablement.
Ability to systematically and effectively solve problems while ensuring customer satisfaction within stated service level goals
Solid ability to identify, research and quantify business problems using statistical analyses on large data sets
Proven ability to diagnose and solve complex analytic implementation issues
Technical prowess with JavaScript, jQuery, HTML and CSS
Experience with SQL and database management.
Experience with data insertion and reporting APIs, SOAP, REST and PHP
Thinks ‘out-of-the-box’ to creatively resolve advanced development problems
Debugging of customer code, and ability to partner with developers on product defects
Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
Ability to multi-task and prioritize job requirements
Knowledge of Mobile and Video programming solutions
Experience with Tag Management tools
Displays a genuine interest and passion to learn and grow
Experience with project management
At Adobe, our people are immersed in an outstanding 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 outstanding Check-In approach where ongoing feedback flows freely.
Want 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 employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $107,000 -- $201,400 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.