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!

The Opportunity

The Technical Support Engineer will assist the global Adobe Commerce Cloud customer base. Core aspects of the role include addressing technical application and infrastructure challenges and ensuring our customers are positioned for success. You will manage high priority customer concerns while collaborating with the broader Adobe Support and Engineering teams. Team members will need to carefully resolve and document customer cases to guarantee efficient problem-solving and preventative case handling. The goal of this group is to create memorable customer experiences, leading to their outstanding success with our products.

What you'll do

• First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.
• Act as a customer champion and communicate their needs to internal product and engineering groups.
• Provide timely response/resolution to technical, product, and cloud infrastructure inquires.
• Provides resolutions within established Service Level Agreement Guidelines.
• Trouble-shoot/qualify cases before advancing it to engineering.
• Answer questions regarding product functionality and usage.
• Work high priority technical incidents and critical outages.
• Product content creation (KB articles, white papers, forum participation).
• Provide knowledge transfer sessions to help reduce critical issues into Adobe.

What you need to succeed

• At least 2+ year working experience with Magento or Commerce Cloud is essential.
• 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.
• Relational database skills: 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 relationships between them.
• Experience identifying and fixing web application and performance issues.
• Ability to analyze/extrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in-depth reviews.
• Strong organizational and time management skills, including multitasking and job duties.
• Proficient in technical problem-solving methodologies.
• Ability to adapt and change in a dynamic environment.
• High patience and pacifying skill to handle difficult as well as advanced customers. Be able to effectively display empathy, helpfulness, and transparency in interactions.
• This role requires working in different shifts including North America hours on rotation to support customers as per the aligned Geo.
• Available for on-call rotation, work off hours, holiday, and weekend hours as required.
• Understand the issue’s business impact, report top call generators, severe issues, new emerging trends, feature requests and common how-to questions.

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.