Technical Support Engineer 3

As a Technical Support Engineer 3 at Adobe, you will be at the forefront of ensuring our customers have flawless experiences with our products. Your role will be crucial in representing customer needs and delivering timely solutions to technical issues.

• Serve as the first point of contact for customers' technical concerns on AEP/AJO
• Advocate for customers and relay their needs to internal product teams
• Provide timely and accurate responses to technical and product inquiries
• Ensure resolution within established Service Level Agreement guidelines
• Maintain awareness of customer business priorities and key events
• Deliver proactive issue status updates to relevant parties
• Record and document all customer issues following process guidelines
• Address and assess cases before raising them to engineering
• Address questions about product functionality and usage
• Enable product features per customer contracts when they cannot
• Troubleshoot implementation problems
• Analyze complex issues requiring in-depth evaluation of variable factors
• Collaborate with teams through scrums and other interactions to resolve complex issues
• Demonstrate intermediate to expert problem-solving skills
• Maintain strong personal organization skills
• Manage multiple tasks and prioritize job requirements