Technical Support Engineer, Adobe Commerce Customer Engineering
Technical Support Engineer, Adobe Commerce Customer Engineering
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Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.
Were 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
The Technical Support Engineer role offers an outstanding opportunity to assist Adobes world-class Commerce Cloud customer base. You will address technical application and infrastructure issues ensuring our customers are set for success. Take ownership of high-priority customer issues while collaborating with Adobe Support and Engineering teams. Thoroughly solve and document customer cases for effective problem and preventative case management. Our mission is to build memorable customer experiences making them outstandingly successful with our products!
What youll do
- Be the first point of contact for customer concerns related to technical issues with the Magento E-commerce application.
- Advocate for customers and represent their needs with internal product and engineering teams.
- Provide timely responses and resolution to technical product and cloud infrastructure inquiries.
- Ensure resolution within established Service Level Agreement guidelines.
- Troubleshoot and qualify cases before advancing to engineering.
- Answer questions regarding product functionality and usage.
- Manage high-priority technical incidents and critical outages.
- Contribute to product content creation including KB articles whitepapers and forum participation.
- Conduct knowledge transfer sessions to reduce critical issues within Adobe.
What you need to succeed
- At least 2 years of working experience with Magento or Commerce Cloud.
- 5 years of experience in an enterprise software or cloud support environment.
- Excellent oral and written communication skills in English.
- Strong knowledge of Linux command line.
- Familiarity with Apache NGINX Redis DNS CDN and SSL.
- Deep expertise in MySQL and database queries.
- Familiarity with programming/scripting languages such as Perl Java and Python.
- Understanding of modern web technologies and their relationships.
- Experience in solving web application and performance issues.
- Ability to analyze issues via logs and other sources for in-depth reviews.
- Strong organizational and time management skills.
- Proficiency in technical problem-solving methodologies.
- Ability to adapt and thrive in a dynamic environment.
- Displaying empathy and transparency when customers advance their concerns showcasing high patience and skill.
- Willingness to work different shifts including North America hours and be available for on-call rotation off-hours holidays and weekends.
- Understand the business impact of issues report call generators severe issues trends feature requests and common questions.
Adobe is proud to be anEqual Employment Opportunityemployer. 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 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 emailor call .
Employment Type
Full-Time
