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!Technical Support EngineerEMPLOYEE ROLE : Individual ContributorMarketo, an Adobe Company, provides easy-to-use, powerful and complete marketing software that propels fast-growing small companies and global enterprises, turning marketing from a cost center into a revenue driver. Marketo’s marketing automation and sales effectiveness software – including the world’s first integrated solution for social marketing automation – helps thousands of companies around the world streamline marketing processes, deliver more campaigns, generate more win-ready leads, and dramatically improve sales performance.As a member of Marketo Support, your goal is to provide fast and friendly extraordinary support through creative, flexible solutions and empower Revenue Performance Management success. You will act as a Technical Support Engineer for our customers, ensuring the success of our customers through stellar customer support.We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation.Responsibilities:
- Provide exceptional Support to our customers; ensuring case management, Service Level Targets and C-SAT goals are met
- Ensure prompt and complete resolution of technical challenges and business issues
- Advocate customers’ priorities internally within Marketo
- Serve as an authority, in specific functional and technical areas of the Marketo technology
- Communicate clearly and precisely with your customers in written and verbal form, and maintain accurate and timely records in our case tracking system
- Share standard methodologies with team members to improve the quality and efficiency of customer support and contribute to the knowledge base
- Be part of a 24x7 Support Team
Required Skills / Experience:
- Must be a technical graduate
- At least 2 years of progressive experience diagnosing and resolving problems in a complex software environment
- Technical Support or implementation experience, supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications ideally in a SaaS environment
- Excellent organizational skills -ability to prioritize, lead, multi-task and execute projects involving multiple departments.
- Superior communications skills (presentation, written, and verbal) and demonstrable ability to communicate effectively with all levels of professional staff. Ability to explain complex concepts simply.
- Excellent analytical skills and ability to navigate challenging situations in a professional manner.
- Ability to multi-task and perform effectively under pressure
- Experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS)
- Fluency in multiple languages a plus.
- General cultural awareness, particularly for agents who are supporting customers in region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers)
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our
Employees Are Saying About Their Career Experiences On The
Adobe Life blog and explore the meaningful benefits we offer.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.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.
