求人情報詳細

Technical Support Engineers provide accurate and timely technical support to Adobe Media Optimizer (AMO) 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.

• Assists in testing new and enhanced products
• Manages projects professionally and within stated timelines
• Assists Engineering and Implementation staff in resolving product issues
• 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
• Coordinate, respond, assign, track and follow-up on product problems reported by internal or external clients.
• Support Adobe's AMO product during launch of new clients.
• Troubleshoot, analyze, replicate, regress and resolve complex field software problems escalated to Technical Services by client or Account Managers.
• Reproduce technical issues and work with Engineers to resolve them, by either establishing a workaround or a solution.
• Interface with other technical support personnel, engineering and product management located around the world to escalate and resolve critical issues.
• Assist in creating a best practices guidelines
• Prioritize customer issues and company projects effectively, communicating priorities and plans to management.
• Maintain excellent relationships with Adobe internal and external customers by applying superb customer service and technical skills.

• BA degree in Computer Science (or equivalent) ? Alternative qualifications also accepted. - - At least 2 to 3 years years industry experience in a technical support/consulting role, 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
• Experience with SQL and Relational Databases(post-gres, MySql or Oracle).
• Research, reproduce and lead support case resolution efforts for product and technical issues
• Thinks ‘out-of-the-box’ to creatively resolve advanced development problems
• Ability to manage crisis situations that may involve technically challenging issues and diverse audiences.
• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel.
• Displays a genuine interest and passion to learn and grow.