Developer Support Engineer

Job Description

Role & responsibilities Facilitate developers to effectively integrate and extend the Adobe Express and Creative Cloud developer platform. Troubleshoot and resolve complex issues related to APIs and SDKs, integrations, and custom configurations. Actively participate in community forums, addressing technical challenges and elevating issues according to customer SLAs to ensure a smooth developer experience. Refine and scale our support processes by identifying areas for improvement and implementing changes to increase the efficiency and effectiveness of the service we provide to our developers. Identify patterns and common issues, record them, and share insights with the broader team to scale support and prevent repetitive problems for developers. Establish expectations by providing clear timelines for issue resolution and offering updates when necessary. Provide clear and concise documentation and mentorship to developers, ensuring they can successfully and efficiently implement our tools. Monitor and analyze support metrics to identify trends and opportunities for improvement. Effectively communicate complex technical information in an easy-to-understand and straightforward way. Collaborate with various teams across different time zones and countries to effectively resolve issues. Preferred candidate profile Bachelor's degree in Computer Science or a related field, or equivalent work experience 8+ years of experience in a technical support or developer support role with a focus on APIs, SDKs, and web technologies Strong understanding of JavaScript, web concepts, and software development methodologies, and capable of writing and testing code snippets effectively Experience handling support tickets, prioritizing issues, and escalating them as necessary Outstanding problem-solving skills with a capacity to think critically and break down complex problems into manageable steps Exceptional attention to detail, with a keen interest in identifying patterns and creating processes to prevent recurring issues Excellent communication skills, both written and verbal, including the ability to explain complex concepts in a clear, concise manner to effectively assist developers Ability to rigorously prioritize tasks and manage time efficiently in a fast-paced environment Collaborative spirit and the determination to drive issues to resolution with a positive and proactive approach Strong sense of customer empathy and a passion for delivering exceptional service and support to developers Familiarity with Adobe Creative Cloud products is a plus