Technical Support Engineer, AEM/Analytics (Japan & Korea)
The Challenge
Technical Support Engineers provide accurate and timely technical support to Adobe Marketing Cloud customers in Korea and Japan via telephone and email. You will be managing 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.
What you'll do
- 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 the growing Technical Support 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 AEM/Analytics products 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.
What you need to succeed
- 5+ years of technical support experience preferably in digital marketing products.
- Very strong written and verbal communication skills in Japanese and Koran is a must.
- Working knowledge in Adobe Analytics, AEM, Target products is preferred.
- Business English skill is mandatory.
- Ability to troubleshoot complex enterprise issues (Java, Webserver, network, OS, Web Browsers)
- Database administration, SQL language
- C, C++, JAVA programing.
- Web analysis experience is a plus
- Deep experience working in complex enterprise environments in consulting or support roles
- Solid presentation skills, and experience organizing and managing high-profile customer calls and meetings
