Audience Manager Technical Support Engineer

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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!

 

Our company

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

 

We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.

 

Position Summary

 

Technical Support Engineers provide accurate and timely technical support to Digital Marketing customers via telephone, email and live chat. They manage support issues of a complex and technical nature with varying degrees of priority. Technical Support Engineers address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members in order to represent Adobe in a professional manner. 

 

Responsibilities

• Provides technical support via telephone, email and live chat

• Educates customers on the use of Digital Marketing products

• Assists in testing new and enhanced products

• Manages projects professionally and within stated timelines

• Accurately records and maintains incidents in accordance with department standards

• Assists Engineering and Implementation staff in resolving product issues

• Validates and reports customer submitted bug reports Participates in department team meetings

• Support sustainable & scalable software solutions for Adobe's largest customers

• Manage simultaneous projects of varying sizes & durations

• Ensure customer satisfaction is attained and drive revenue for this growing Solutions Engineering team.

• Assists in special projects and other duties as assigned

 

Requirements

• At least two years’ experience in a customer support environment, preferably in a high- tech setting

• Excellent communication skills, both written and verbal

• Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals

• Strong ability to identify, research and quantify business problems using statistical analyses on large data sets

• Proven ability to diagnose and troubleshoot complex analytic implementation issues

• Expert 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

• Knowledge of Mobile and Video programming solutions

• Experience with Tag Management tools

• Displays a genuine interest and passion to learn and grow 

• Background or understanding of marketing concepts, a plus

 

 

More reasons why Adobe life is the good life

  • Skip those awful “performance reviews.”
  • Work in a place that cultivates great leaders throughout the organization.
  • Feed your brain and grow your skills with educational reimbursements of up to $10,000 per year.
  • Take off for a four-week sabbatical after five years of employment. (As in “don’t even check your email the whole time.”)
  • Take care of yourself and your family in times of need. We have additional company-paid time for medical, parental, maternity and family leave.
  • Give up to $10,000 to your favorite cause each year, and we’ll match every penny.
  • Get generous reimbursement for your favorite wellness activity. Surfing? Judo? Knock yourself out. Kayaking? Whatever floats your boat.
  • Enjoy serious discounts on the Adobe software that will make friends jealous.
  • Winter break? Of course. Summer break, too? Now we’re talking.
  • Those “best places to work” lists love us (in multiple countries).
  • Get adoption assistance, backup childcare, pet insurance, commuting reimbursement, and more.
  • The work is awesome. The people are awesome. We think there’s no better place to make an impact.

 

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability or veteran status.

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Situated in a beautiful, park-like setting and serving as the premier spot for shopping and dining, The Domain area offers the best of both worlds.

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