Technical Product Consultant 2

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 Summary:

Provide technical support and product guidance to customers, partners, and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle. Proactively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts. Effective research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality. Build and maintain strong working relationships with other teams that support customer needs and business goals.

Works on problems of diverse scopes where analysts of data require evaluation of identifiable factors regularly demonstrates good judgment in selecting methods and techniques for obtaining solutions networks with senior Internal and external personnel in own area of expertise.

Responsibilities:

• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
• Educating customers on specific product functionality is required to resolve their issues.
• Writing and presenting internalinformal courses on troubleshooting areas of product functionality.
• Creating solution entries as required
• Working cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.
• Timely communication with customers concerning status of open support issues
• Troubleshooting issues related to 3rd party software applications
• Should be flexible to work in a rotational shift environment (24.7)

Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.

Professional Experience:

• Software Support Expertise: 3-5 years of hands-on experience in a software support environment, providing technical assistance for complex, multi-tiered enterprise applications.
• Technical Proficiency:
  • Skilled in writing and debugging SQL queries.
  • Proficient in XML, JavaScript, and HTML.
  • Experienced with major database platforms including Oracle, SQL Server, MySQL, and PostgreSQL.
  • Familiar with web service APIs, database connectors, and SOAP protocols.
  • 3-5 years of experience reading and troubleshooting XML and HTML.
  • Experienced in working with network, client, and server connectivity
• System Knowledge: Demonstrated deep understanding of internet-based, database-centric systems.
• Problem Solving & Multitasking: Strong ability to manage multiple tasks simultaneously and resolve issues independently.
• Communication Skills: Excellent written and verbal communication abilities.
• Educational Background: Bachelor's degree or equivalent professional experience.
• Recent Technical Support Role: Held a technical support position within the last two years, working directly with business and enterprise clients.
• Database Troubleshooting: Spent at least 20% of role time troubleshooting SQL and relational database issues.
• Digital Marketing Exposure: Experience in digital marketing, preferably with an email service provider or a similar competitor.

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