Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re 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 Adobe's 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 You'll 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 Node.js, 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 an Equal Employment Opportunity employer. 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 about our vision here. Adobe aims to make Adobe.com 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, email accommodations@adobe.com or call (408) 536-3015. Show more Show less
Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re 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! Job Description Strategic excellence: Construct technical architecture of multiple solutions fitting client’s industry standards, use cases, strategy and technical needs Work with technical leads to design a solution that optimally utilizes Adobe products and other technology / tools and supports clients use cases, strategy and industry standards Break down Customer strategies into phased roadmaps according to priorities, industry best practices, technology prerequisites and dependencies Align roadmap phases to executable use cases Contribute to Customer’s digital marketing strategies based on industry best practices Provide strategic guidance and direction to Customers for maximizing their digital marketing effectiveness. Use the latest best practice learning from the industry to help Customers ensure that marketing campaigns and solutions are fully integrated and fine-tuned via data driven insights Assist with defining digital marketing Solution and Consulting scope during sales cycle Progress overall maturity and scale of Consulting Practice by creating and sharing knowledge in the form of whitepapers, best practices, methodologies, templates, etc. Aware about latest technology trends, innovations and directions Execution excellence: Act as Lead Consultant on large, complex customer engagements that may involve multiple project teams from Adobe, Client, or partner organizations Coordinate with the core and field engineering teams as needed Oversee technical project delivery process with key contributors to help manage scope Maintain regular communication with both the customer and internal teams, and constantly manage customer expectations Break down complex business and technical strategies and roadmaps into consumable requirements for Adobe Solution teams to execute against Achieve customer satisfaction through successful delivery of defined project scope and expanded partnership / ongoing engagements Review current customer implementation and landscape with emphasis on multi solution and digital strategy alignment Compile and communicate customer requests and deployment issues internally to our core product teams through detailed use cases and documentation of current challenges Capture and communicate experiences in formal post-mortem, feeding lessons learned, best practices and resources back into the consulting practice Your Skills And Experience Mandatory technical skills: 10+ years of experience in designing solutions involving Adobe Solutions Experience in integration architecture patterns. Preferred technical skills are Adobe Experience cloud (Adobe Analytics, Target, AJO, Campaign, Magento & personalization platforms) and Digital marketing strategy Leading professional services role such as Technical/Solution Architect or Technical Program Manager, leading delivery of web applications or analytics implementations. Experience designing and/or implementing solutions for any of the following: Web Content Management, Personalization, Customer Data Platforms, Rich internet applications, Web & Social Analytics, Marketing Automation, Online Ad targeting Understanding of custom software development processes and engagement methodologies including Agile, Scrum and waterfall. Knowledge of current digital marketing trends and best practices on topics such as personalization, cross channel marketing, mobile, data driven optimization of experiences Expertise in the following languages and technologies: Java, Design Patterns, Micro-services, REST Innovative thinker and desire to help us build out a new Consulting practice and be a pioneer within Adobe Consulting Fantastic executive presence, capable of gaining trust of C level executives Strong verbal, presentation and written communication skills Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and well, and know when to rely on internal resources to assist Strong conflict resolution and negotiation skills Superb organizational skills to be able to coordinate complicated projects Exceptional team building and team management skills, with proven experience managing virtual teams Ability to manage in an environment of ambiguity with diverse stakeholders Experience working in a presales capacity Willingness to travel (up to 50%) in support of key customer project milestones Adobe is proud to be an Equal Employment Opportunity employer. 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 about our vision here. Adobe aims to make Adobe.com 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, email accommodations@adobe.com or call (408) 536-3015. Show more Show less
Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re 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! Our company At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most. We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us. Position Summary This role is within Field Engineering, Ultimate Success team. This role is client facing, technical advisory role to provide ongoing client technical consultation on Cloud and Magento application tools, optimizations, and solutions. This role will include advising Customers, Partners, external developers, and internal teams to ensure successful site launches and ongoing site stability for Magento Cloud customers. Along with technical consultation, this role includes educating Adobe Customers & Partners on how existing and new product features and functionality work and address implementation related issues or queries with guidance on best practices. What you'll do Act as a lead point of contact for any Customer engagement. Build trusted advisor relationships with our Clients & Implementation Partners. Ability to exhibit value to Customers & Partners adopt and scale in their maturity roadmap. Always representing Magento (work product, communications, presence) professionally in both client and team situations. Keeping abreast of technology evolution, new solutions, proactively research, and stay ahead of the curve, continuously drive self-development of new skills, and improvement of existing skills. Defining the operational processes to deliver consistent value to merchants and partners. Helping define the DevOps processes with customers for deploying and maintaining solutions within the Magento Cloud environment. Evaluating analytics from customer cloud environments to make recommendations for improvements and optimization. Developing and maintaining effective and positive working relationships with team members. Troubleshoot and reproduce the technical problems reported by customers and define workarounds. Identify gaps, highlight risks and document feedback or recommendations basis your assessments in standard artifacts with best-in class quality. Communicate proactively and effectively to Customer/Implementation Partner teams on assessments & recommendations throughout project life cycle. Provide advisory to key stakeholders with industry best practices & recommendations throughout the implementation process. Interact frequently with Client/Implementation Partner teams - marketers, analysts, web developers, and C-level executives, mainly via conference calls or emails. Manage Customer expectations appropriately and keep projects on schedule and within scope. Manage multiple client engagements simultaneously. Work and collaborate with Adobe internal teams and Client/Implementation Partners. Technical writing and PowerPoint presentation creation. Additional Responsibilities: Work and collaborate with other project peers, technical experts, project managers and Client/Implementation Partners. Enable existing/new team members with new product features, project-based learnings and support with any issues or queries. Participate within the Adobe technical community to develop and share best practices and processes. Create and/or leverage strong processes and standardized templates to deliver better quality and timely delivery. What you need to succeed Extensive experience in PHP, JavaScript, or scripting languages. Extensive experience in archiecture Design Patterns and Application Lifecycles. In-depth knowledge of Cloud concepts and experience with different Cloud services. Solid foundation in DBMS (e.g., MySQL & MySQL flavors). Experience with Version Control Systems (SVN, Git, etc.). Knowledge of DevOps (e.g., CICD, Webhooks). MySQL optimization experience. Experience with web services (SOAP, REST, XML-RPC). Experience with XML, HTTP, and HTML. Experience with Linux/UNIX-like systems. Experience to Configure, debug, demonstrate experience on New Relic & Magento Business Intelligence Knowledge of web servers: Apache/NGINX. Knowledge of requirements discovery and UML analysis for Adobe Commerce (Magento 2). Experience with high load systems with a specialization in system monitoring and optimization. Experience in working with CDN's. Familiarity with network services (e.g., FTP, SFTP, SSH, DNS, SMTP, and similar technology). Experience with distributed memory object caching systems (Memcache,Valkey). Adeptness in building and architecting large-scale server applications in a distributed environment. Proficient in English (additional language capabilities will be viewed favourably). Ability to demonstrate effective communication, presentation, and conflict resolution skills. All while maintaining a positive attitude towards customer success at all times. Ability to explain and present concepts to technical and non-technical audiences alike, including high-level decision-makers. Ability to be flexible and maintain attention to detail while multitasking and meeting multiple project target dates. Self-motivation, proactivity, and ability to excel in an environment with limited supervision. Solid experience in problem analysis and resolution of technical problems. Experience presenting in front of various Client-side audiences. Exceptional organizational, presentation, and communication skills - both verbal and written. Must be self-motivated, responsive, professional and dedicated to customer success. Possess an innovative, problem-solving, and solutions-oriented mindset. Demonstrated ability to learn quickly, be a team player, and manage change effectively. Preferably a degree in Computer Science or Engineering Adobe is proud to be an Equal Employment Opportunity employer. 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 Adobe.com 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, email accommodations@adobe.com or call (408) 536-3015.
You will be joining a mission-driven team at Adobe, where we are dedicated to revolutionizing the digital world by empowering individuals and businesses to create exceptional digital experiences. As a Technical Advisor within the Field Engineering, Ultimate Success team, you will play a crucial client-facing role in providing ongoing technical consultation on Cloud and Magento application tools, optimizations, and solutions. Your responsibilities will include serving as the primary point of contact for customer engagements, building strong relationships with clients and implementation partners, and ensuring successful site launches and ongoing stability for Magento Cloud customers. You will be expected to stay updated on technological advancements, research new solutions, and continuously enhance your skills to provide valuable insights to customers and partners. In addition to technical consultation, you will be responsible for defining operational processes, assisting in DevOps procedures, evaluating analytics for optimization, troubleshooting technical issues, and communicating effectively with stakeholders at all levels. Your role will involve collaborating with internal teams, project peers, and external partners to deliver high-quality solutions within project timelines. To excel in this role, you should have extensive experience in PHP, JavaScript, architecture design patterns, and application lifecycles. Proficiency in Cloud concepts, DBMS, version control systems, web services, Linux/UNIX systems, and Magento-related technologies is essential. Strong communication, organizational, and problem-solving skills are key attributes for success in this position. If you are a proactive, self-motivated individual with a passion for customer success and a drive for innovation, we encourage you to apply. A degree in Computer Science or Engineering is preferred, and fluency in English is required. Join us at Adobe, where we value diversity, equal opportunity, and a collaborative work environment dedicated to making a positive impact in the digital realm.,