Job
Description
The Technical Support Engineer role offers an outstanding opportunity to assist Adobes 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.
