Named Support Engineer

Adobe Inc.
United States, Utah, Lehi
3900 N Adobe Way (Show on map)
Jan 06, 2025
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! We are growing our US-based support team that provides successful and timely delivery of technical support to Adobe Creative Cloud and Document Cloud customers! Customers range from small entities to Global Enterprise companies. Members of this team can rapidly diagnose problems, solve issues, replicate problems, evaluate trade-offs, and develop reliable solutions in a designated support role. Our technical support team members look after the customer by taking responsibility, providing expert advice, and communicating standard methodologies as appropriate. Specifically, the role involves keeping a positive relationship with the Enterprise customers, receiving inbound issues, evaluating and analyzing them, diagnosing technical issues, and identifying resolutions. It also includes documenting, tracking, and recording all issues and interactions. We collaborate with internal Adobe teams (Sales, Engineering, Customer Success, Professional Services, and others) to address sophisticated issues for which an immediate solution is not available. What You'll Do Work from our office in Lehi, you will support Adobe Support Plan customers through email, phone, chat, and web portals. Engage with customers to understand their needs and ensure their success by providing expert advice. Build and maintain positive relationships with clients by providing tailored solutions. Collaborate with Technical Account Managers, Sales, Marketing, and Product teams to develop and implement customer success strategies. Apply advanced problem-solving skills and root cause analysis to address customer issues promptly and effectively, ensuring their happiness and success. Take ownership of issues from initial contact through resolution, advancing critical support issues from customers to the appropriate internal channel. Replicate and report bugs to the Engineering team and work with them to resolve customer issues as soon as possible. Work closely with the product and engineering teams to share customer insights and improve our product based on customer experience and needs. Effectively apply support/diagnostic tools, and case management systems, update knowledge base articles, and communicate effectively through case documentation. As the need arises, participate in off-hours support activities including a rotational on-call schedule. Achieve performance targets including case status updates, resolution time, open case aging, case quality, and customer happiness. Find opportunities to streamline support processes and improve efficiency, contributing to the overall improvement of the support team's performance. What you need to succeed Bachelor's degree in Computer Science, Information Technology Engineering, or a related field OR equivalent experience Validated experience in a technical support or engineering position. Highly technology literate, with knowledge of sophisticated network, browser, and software systems, and excellent knowledge applicable to Adobe's products and technologies. Basic knowledge of Windows, Windows Server, and macOS operating systems including deployment methods. Basic understanding of supporting SAAS products. Experience in supporting technologies related to SSO or similar identity management Outstanding customer presence and exceptional verbal and written communication skills with an ability to influence others and gain acceptance for ideas, sometimes in sensitive situations. Able to thrive in a fast-paced, matrix-managed, distributed environment, performing effectively on multiple priorities, while providing timely resolutions in an ambitious environment. Skills that will boost your application: Experience with integrating Salesforce, Microsoft Dynamics, and Microsoft SharePoint with other systems, and APIs Technical knowledge of virtualization technologies, networks and permissions, digital certifications, and XML schemas. 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 positionis $73,200 -- $145,000 annually. Paywithin this range varies by work locationand 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. Adobe is proud to be anEqual Employment Opportunityand 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, emailaccommodations@adobe.comor call (408) 536-3015. 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.