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Technical Support Engineer III

EMPLOYEE ROLE : Individual Contributor

Marketo, 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.

Role Summary

The Marketo Tier 3 Lead Support Engineer serves as the highest technical escalation point for complex, product-level issues impacting enterprise customers. This role focuses on deep technical troubleshooting, incident leadership, and close partnership with Engineering and Product teams to drive faster resolution, improved reliability, and better customer outcomes.

Responsibilities:

Tier 3 Technical Ownership

• Act as the final escalation point for complex Marketo issues across Campaigns, Assets, APIs, Integrations, and Data Management & other critical product features

• Perform deep root cause analysis using application logs, database queries, API traces, and platform diagnostics.

• Read & interpret application flow along with configurations to isolate product defects versus customer misconfigurations.

• Own and drive resolution for long-running, high-impact customer issues.

Incident & Escalation Management

• Lead SEV-1 and SEV-2 incidents with structured triage, clear communication, and post-incident reviews.

• Coordinate with Engineering, SRE, and Product teams during incidents and releases.

• Drive post-mortems and ensure corrective actions are tracked to closure.

Customer & Stakeholder Engagement

• Manage executive-level escalations with clear, data-driven communication.

• Partner with Customer Success Managers and Account Teams to align on customer expectations and risk mitigation.

• Represent Marketo Support in cross-functional forums and customer calls.

Product Defect & Reliability Focus

• Identify systemic product issues and drive high-quality defect creation with reproducible steps.

• Partner with Engineering to validate fixes, patches, and feature behavior.

• Contribute to reliability initiatives such as defect trend analysis and toil reduction.

Mentorship & Enablement

• Mentor Tier 1 and Tier 2 engineers on Marketo product , troubleshooting, and best practices.

• Lead knowledge-sharing sessions, case reviews, and technical deep dives.

• Support onboarding and ramp-up of new Marketo support engineers.

Required Skills / Experience:

• Must be a technical graduate
• Strong hands-on experience supporting Adobe Marketo Engage in enterprise environments.
  • Deep understanding of lead lifecycle, campaigns, programs, smart lists, APIs, and integrations.
  • Proficiency in HTML, CSS, JavaScript for emails and landing pages.
  • Experience with SQL, Linux systems, and log analysis will be a plus
  • Excellent analytical, troubleshooting, and customer communication skills.
• 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 & Education

• 8+ years of experience in technical support or customer engineering roles.
• 3–5+ years in advanced Marketo or marketing automation platform support.
• Bachelor’s degree in IT, Computer Science, or equivalent experience.

• 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.

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 [email protected] 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 [email protected] or call (408) 536-3015.