Technical Support Engineer

• Work with the Enablement Environments team to set up Digital Experience training environments for collaborators.
• Support various programs by provisioning required digital solutions within strict SLA timelines.
• Understand and troubleshoot technical issues with cloud-based training environments in collaboration with collaborators.
• Manage training project schedules by coordinating with regional leads on bootcamps.
• Independently handle day-to-day administrative activities of training environments, including decommissioning, live class support issues, inventory management, and password management.
• Maintain seamless communication and set clear expectations with business and internal teams.
• Attain outstanding customer happiness by delivering the necessary solutions within SLA and promptly addressing all concerns!
• Must to Document issues through ServiceNow Knowledge base
• Working knowledge of automated workflows using tools like Power Automate, ServiceNow, and REST APIs.
• Data analysis: Understanding of MySQL/DBMS for investigating problems, & building dashboards using PowerBI
• Web Platform Knowledge: Understands how web platforms work end-to-end (including DNS, security certificates, CDNs, caching, browser tools, APIs, and authentication methods).
• AI ways of working: Experience supporting AI-powered applications (like chatbots using large language models) or LLM Ops
• Familiar with Linux and other IDE for troubleshooting
• Understanding of AWS/Azure cloud fundamentals is essential

Skills

Capture and communication lessons learned to the broader team

• Confidently and proactively communicate throughout the project lifecycle.
• Work towards streamlining processes for any deviations and ensure operations run effectively.

Active Participation in UATs

• Actively participate in User Acceptance Testing (UAT) to ensure flawless implementation of new features and solutions.

Self-managed, responsive, and dedicated to client success

• Showcase robust troubleshooting abilities by swiftly and effectively pinpointing and solving challenges.

Strong conflict resolution and negotiation skills

• Exhibit superb organizational skills to coordinate multiple projects/programs seamlessly.
• Maintain a professional demeanor and effectively interact with diverse teams across Adobe.

Strong data gathering and analytical skills

• Work proficiently with various data-driven systems and databases and others.
• Navigate uncertainty and effectively work together with various collaborators.
• Showcase a capacity to adapt swiftly, exhibit strong team collaboration, and adeptly navigate change.
• Should be able to

  support coverage 24/7

  and be available to support any priority issues.

Education

• Must be a college graduate with 5+ years of experience in a software environment.
• Working knowledge of Adobe Digital Experience products will be preferred.