Technical Support Engineer

McLean, MD - USA

Yearly Salary: $ 97300 - 180050

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

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 mission

Adobe delivers digital government solutions that put people first. Our software is used by government customers for digital transformation in their public facing engagement to citizens and business to other agencies across government to their employee intranets and to mission environments that support our country. Our enterprise software and cloud services make manage and measure digital content in electronic documents and digital media using forms workflow content management analytics information assurance and collaboration technologies. We maintain a strong emphasis on security with eight FedRAMP authorized government cloud solutions and the authority to operate in other government networks.

Were a team that also understands that product innovation comes from people innovation and thats why we invest in finding and growing the best talent to support our customers.

The opportunity

The Senior Technical Support Engineer for Government provides Technical Support for the U.S. public sector Adobe customer base. Key elements of the role involve handling technical issues and ensuring our customers are set-up for success. You will field questions log and work high priority issues for bugs and feature requests meet with customers regularly virtually and in-person and handle customer issues while working with the extended Adobe business units (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues identify and mitigate against risk and help make Adobe products better for government customers.

What youll do

First point of contact for customer concerns relating to technical issues/questions
Advocate for our Customers and represent their needs with internal product and engineering teams
Provide response/update/resolution to technical inquires within established Service Level Agreement guidelines
Ensure you have an understanding of the Customers priorities and how technical issues are impacting their business and customer base
Provides proactive Issue Status updates to required parties
Trouble-shoot/qualify cases before advancing into Engineering
Answer questions regarding product functionality and usage
Solve implementation problems
Product Content Creation (KB articles whitepapers forum participation)
Provide Knowledge Transfer sessions to help reduce issues into Adobe
Expand your understanding of Adobe products thru individual and group enablement sessions interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team

What you need to succeed

An active TS/SCI U.S. Government Security clearance is required
Geographically located for daily commuting to Tysons Virginia
Experience in customer care/customer support
Windows/Linux server knowledge to include installation administration upgrading and resolving issues
Strong Technical knowledge of Java application servers and relational databases
Strong organizational skills with attention to detail
Advanced written and verbal communication skills
Appreciation of government security controls and related IT requirements
Bachelors degree or equivalent experience
Experience with Adobe products desired such as Adobe Experience Manager and PDF forms
Experience with cloud deployments such as AWS & Azure also appreciated

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 $$180050 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge skillsand 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

Jan:00 AM

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 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 .

Required Experience:

Our CompanyChanging 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...