Advanced System Engineer
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
Advanced Support Engineer (ASE) will participate in periodic case reviews tailored to meet the customer's needs. They will review active cases with the customer, address customer's technical concerns and agree on action plans and priority across all deployed solutions. Additionally, ASEs will coordinate with extended support team as needed to provide a superior level of customer support.
What you’ll do
Delivery of pro-active and preventative deliverables and standard methodologies
Pro-actively communicating upcoming releases and possible impact
Guiding customer through complex environment changes
Providing onsite and production support
Coordinating regular knowledge transfer sessions
Coordinating/driving customer technical issues with support/engineering/consulting
Managing technical issues
Coordinating customer status calls and reporting
Leading regular service reviews
What you need to succeed
Multi-year experience working in complex enterprise IT environments in consulting/troubleshooting/account management/development roles
Very strong written and verbal communication skills in English a must, another language would be beneficial
Proven presentation skills, and experience organizing and managing high-profile customer calls and meetings
Proficiency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling eCommerce experience.
Understanding of web technologies (Linux, NGINX, Apache, MySQL, Redis, PHP).
Experience with Linux CLI and shell scripting.
Strong technical troubleshooting skills.
In-depth knowledge of web-application security vulnerabilities and how to avoid them, such as understanding PCI compliance concepts
Must-have: Customer-facing experience in enterprise projects
Relevant skills: enterprise software (Windows Server, Linux, Unix, WebSphere, Weblogic, JBoss, Oracle, SQL, Java, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies), ITIL
Bachelor Degree in Computer Science, Engineering, or equivalent
1+ years programming experience
1+ years business analysis experience
1+ years of Magento experience