Z-730 - Analytics Technical Support Engineer

Z-730 - Analytics Technical Support Engineer

30 Jun
Adobe Systems Ltd

30 Jun

Adobe Systems Ltd


Job Description

Our Company

Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transformsho w companies interact with customers across every screen.

Were 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!

Job Description

The Challenge

The Technical Support Engineer for Analytics solution will provide Technical Support for Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and manage escalations while working with the extended Adobe Support team Support and Engineering. The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When necessary, you be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What youll do

First point of contact for customer concerns relating to technical issues

Customer advocate and represent their needs with internal product teams

Provide extremely timely response/resolution to technical and product inquires

Provides resolution results within established Service Level Agreement Guidelines

Awareness of Customer business priorities & key events

Provides proactive Issue Status updates to required parties

Record and document all issues related to customers within established process guidelines

Trouble-shoot/qualify cases before escalating into Engineering

Answer questions regarding product functionality and usage

Enable product features included in the contract which Customer cant enable themselves through the admin console

Troubleshoot implementation problems

Work high priority technical issues

Provide on-site assistance as needed to resolve product issues

Product Content Creation KB articles, whitepapers, forum participation

Provide Knowledge Transfer sessions to help reduce escalations into Adobe

What you need to succeed

At least two years experience in a customer support environment, preferably in a high- tech setting

Excellent communication skills, both written and verbal

Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals

Strong ability to identify, research and quantify business problems using statistical analyses on large data sets

Proven ability to diagnose and troubleshoot complex analytic implementation issues

Experience with JavaScript, jQuery, HTML and CSS

Experience with SQL and database management.

Experience with data insertion and reporting APIs, SOAP, REST and PHP

Thinks out-of-the-box to creatively resolve advanced development problems

Debugging of customer code

Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

Strong personal organization skills

Ability to multi-task and prioritize job requirements

Job Function:

IT Software :

Software Products & Services


Software Services, Internet/Dot/ISP


Desktop Support


Any Graduate

Employment Type:

Full Time

The original job offer can be found in Kit Job:

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