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 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 challenge

As a Technical Support Engineer for GenStudio for Performance Marketing, you will support Adobe's global customer base by ensuring seamless use of the platform. Your key responsibilities include investigating, troubleshooting, and resolving technical issues while maintaining clear communication with customers throughout the lifecycle of their tickets, from creation to resolution. You'll address high-priority cases, answer inquiries, manage escalations, and collaborate with the broader Adobe Support team, including Support, Engineering and Account Teams, all while adhering to established Service Level Agreements (SLAs). Your ultimate goal is to deliver exceptional technical support that empowers customers to achieve outstanding success with GenStudio for Performance Marketing.

What you'll do

• Resolve high-priority technical cases by troubleshooting, debugging, and ensuring timely solutions that meet Service Level Agreement (SLA) standards.

• Provide proactive status updates, answer product-related inquiries, and troubleshoot implementation challenges.

• Advocate for customer needs with internal product and engineering teams, understanding their priorities and the impact of technical issues on their business.

• Create and refine technical Knowledge Base (KB) articles and content that support both internal and external users.

• Build expertise in GenStudio for Performance Marketing through enablement sessions, collaboration with teams, and hands-on experience alongside peers.

• Deliver professional technical support to our GenStudio for Performance Marketing customers via phone, screenshare and email, ensuring efficiency and accuracy in addressing their needs.

• Contribute insights to improve team processes and enhance customer satisfaction while fostering a deep understanding of GenStudio for Performance Marketing.

What you need to succeed

• Bachelor's degree or equivalent experience.

• 2+ years' work experience ideally in a SaaS related technical support capacity and/or development role

• Strong Technical knowledge of Java principal and ability to read Java code

• Strong Technical knowledge of TypeScript frameworks and ability to read TypeScript

• Experience troubleshooting / debugging of customer code and replicating issues to identify root causes

• Experience with HTML5, CSS, JavaScript

• Basic SQL knowledge, understanding relational data

• Ability to query distributed logs to retrieve and build pertinent information about the issue at hand

• Understanding of the TCPIP network stack

• Ability to troubleshoot browser-related issues, cache clearing, UI troubleshooting

• Ability to read and understand API documentation as well as using the API to debug live issues

• Experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

• Advanced written and verbal communication skills

• Strong personal organization skills and ability to multi-task and prioritize

• Basic understanding of project management methodologies (Waterfall, Agile, Kanban/Scrum)

• Basic understanding of general user management and permissions governance

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 $62,200 -- $118,300 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.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 applicable characteristics protected by law. Learn more.

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, email or call .

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.