Senior Technical Product Consultant

Adobe Technical Product Consultants deliver accurate and timely technical support to Digital Marketing customers via telephone and email. They handle support issues of a complex and technical nature with varying degrees of priority, all while delighting Adobe customers. These consultants manage incidents within predefined service levels, requiring the ability to multitask and prioritize efficiently. They also support projects as assigned and contribute to the broader success of the team by representing Adobe in a professional and knowledgeable manner.

What You Will Do

• Provide technical support via telephone and email, thoroughly documenting all customer interactions
• Validate and report customer-submitted product bug reports with precision and clarity
• Educate customers on the use of Adobe Digital Marketing products
• Assist in testing new and enhanced product features
• Manage projects effectively and deliver within stated timelines
• Take full ownership of assigned support cases and contribute to the success of global teams
• Identify trends and potential product or customer issues and communicate findings promptly
• Support the development of sustainable and scalable software solutions for Adobe's largest customers
• Help maintain accurate and up-to-date product documentation
• Treat each customer case as an opportunity to exceed expectations, even in the face of product limitations or third-party dependencies
• Participate in weekend or holiday support coverage as part of a team rotation
• Assist with special projects and other tasks as assigned

Technical Competencies

• In-depth knowledge of HTML, JavaScript, Perl, Web 2.0, and web services
• Familiarity with digital marketing concepts, mobile platforms, DTM, and tag management
• Experience working with SQL and database management systems
• Understanding of data insertion and reporting APIs, including SOAP, REST, and PHP
• Awareness of mobile and video programming solutions
• Practical experience with tag management tools
• Desirable experience using Adobe Experience Cloud products such as Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics/optimization tools
• Proven ability to diagnose and resolve complex analytics implementation issues
• Hands-on knowledge of JavaScript frameworks like jQuery, AngularJS, or similar
• Working knowledge of APIs (Application Programming Interface)
• Ability to research, analyze, and interpret business problems using statistical methods and large datasets
• Experience leading multi-platform Adobe solutions as a product owner, technical consultant, or service lead
• Adobe Experience Cloud certification in Campaign, Experience Platform, Target, or Analytics is a plus
• General understanding of technologies used by Google, Salesforce, and Pega
• Familiarity with areas of digital marketing such as conversion rate optimization, analytics, decisioning, campaign planning, creative, and UX