Senior Customer Success Engineer
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
Adobe Experience Platform is looking for a Customer Success Engineer tohandle support inquiries and critical issues from Enterprise customers. You will work closely and effectively with local and global engineering teams to provide
-
- class customer support and retention across Adobe’s Digital Marketing products. You will also work proactively with multiple functional teams in identifying and resolving product, system and/or process related issues.
Adobe Experience Platform is the Adobe solution that helps customers to centralize and standardize their customer data and content across the enterprise powering 360-degree customer profiles, enabling data science and data governance to drive
- time personalized experiences. With Experience Platform, enterprises will be able to apply completely coordinated marketing and analytics solutions for driving meaningful customer interactions.
Our engineering team is responsible for building the Adobe Experience Platform. We help thousands of customers collect, manage and synthesize petabytes of data with high fidelity and velocity. We help them make sense of that data, glean insights and run algorithms, so they can deliver fabulous experiences in
- time, every time. If building new secure
- services in the cloud based on
- source technologies at
- scale is something you’re into, let’s share some thoughts, we’d like to meet!
What you’ll do
Troubleshoot and resolve issues reported by the customers
Troubleshoot/qualify cases and customer escalations, and directly work with global teams ( Customer Experience, Engineering, Product) for prompt resolution.
Partner with
- functional experts (Product Management, Engineering, etc. ) to determine customer focused solutions.
Responsible for reproducing/confirming reported issues
Find the root cause of the issue and propose possible fixes/workarounds
Work closely with the engineering team in debugging complex issues
Get familiar with the codebase and technologies used in the project
Implement tools to help on issues/integration investigations
Research and develop solutions to new or unknown issues
Come with process improvements for better response time to the tickets
Accurately records and maintains customer reported issues
Provide statistics and come with recommendations to improve the current process
Participate in live debugging sessions with the customers
Ensure customer satisfaction is attained
What you need to succeed
Bachelor’s degree or equivalent experience in business management or relevant field
Passion to deliver customer service excellence.
Experience designing and developing web, mobile and API basedapplications
Critical thinking and effective problem resolution skills to handle customer critical issues.
Ability to comprehend Customer issues and resolve them without difficulty.
Excellent
- solving skills and ability to work independently
Strong ability to identify, research and quantify reported problems
Proven ability to diagnose and troubleshoot complex implementation issues
Demonstrated exceptional customer skills from previous employment
Excellent communication skills, both written and verbal
Ambitious,
- oriented, very responsible, and focused on exceeding client expectations
Self-managed, responsive, and dedicated to client success
Special Consideration Given For
Experience using digital marketing products
Software development experience with RESTful web services
Experience with SQL and database management
Knowledge of using monitoring and log management tools such as Splunk, New Relic, Grafana
Experience with mobile development lifecycle.
Experience with OTT development
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.
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