Technical Support Engineer

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 tranform 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 insights can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

As a member of Adobe's customer care team, you will act as a technical resource for our Enterprise customers. You will become a trusted technical advisor and aid Digital Marketers in realizing their investment in their Adobe Campaign platform.
This position handles the delivery of technical support and resolution of customer issues. Team members provide outstanding assistance through quick and friendly delivery of detailed, creative, and flexible solutions that enable successful use of the platform. As a valued individual in our team, you'll share strategies and insights to improve the quality and efficiency of customer support while being responsible for issues of moderate complexity and self-managing priorities.

What you'll do

Become an authority in Adobe Campaign technology and apply it to our customers' business processes
Meet case management Service Level and Customer Satisfaction targets
Communicate clearly and accurately with customers in a variety of complex situations, while being passionate about the customer's success
Ensure accurate and complete resolution of technical challenges and business issues; work with internal teams as needed and align customer expectations
Establish relationships with Product Management, Education, Engineering, Operations, and Professional Services to drive end-to-end success
Share standard methodologies with team members; inspiring change and efficiency by chipping in to help maintain the knowledge base
Serve as a domain expert (SME), in specific functional and technical areas of the Marketo technology

What you need to succeed

Exceptional Customer-Centricity Skills: Effective Communication, Emotional Intelligence, Problem-Solving, Teamwork, Flexibility and Adaptability, Attention to Detail, Positive Demeanor and sharp Time Management.
Relevant BA/BS degree in a related field or 2 years of progressive experience in diagnosing and resolving technical problems in a sophisticated software environment.
Experience providing direct support to external customers by phone, electronically, and face-to-face
Demonstrated experience supporting enterprise software solutions.
Exceptional organizational skills: ability to prioritize, manage, and complete tasks multi-functionally
Superb communication skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.
The ability to navigate complicated situations in a professional manner
Experience in one or more of the following additional areas a plus: Database technology (SQL, MySQL); Web technology (HTML, JavaScript, CSS, XML, PHP); CRM technology (Microsoft Dynamics, Salesforce)
Familiarity with SaaS solutions.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let's Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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, email or call +1 .

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI - and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it's restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range:
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 $77,500 -- $152,750 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.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.