Technical Success Engineer

1 week ago

Sydney, New South Wales, Australia Adobe Full time
Our Company

At Adobe, we are dedicated to revolutionizing the digital world. Our goal is to equip everyone, from up-and-coming artists to renowned brands, with the tools they need to create and deliver extraordinary digital experiences. We are driven by the mission of empowering individuals to produce stunning images, videos, and applications, and revolutionizing how businesses engage with customers on all platforms.

We are on a quest to recruit top-tier talent and are devoted to fostering outstanding employee experiences built on respect and equal opportunities for all. We believe that groundbreaking ideas can originate from any corner of the organization, and the next game-changing concept could very well be yours.

The OpportunityThe role of Technical Success Engineer for Adobe Experience Manager (AEM) involves providing direct technical support to Adobe Digital Experience Customers. Key responsibilities include addressing technical issues, ensuring customer success, facilitating customer meetings, and collaborating with various Adobe teams.
The ultimate objective is to proactively anticipate and mitigate issues, manage risks, collaborate with product engineering teams, and develop empowering documentation for internal teams and customers. In certain situations, you may need to onsite to expedite technical issue resolutions or enhance overall customer experiences.

Our primary aim is to deliver memorable customer experiences to our most strategic clients, enabling them to achieve resounding success with our products.

Responsibilities
  • Be the initial point of contact for customer technical concerns
  • Handle complex customer queries, exercising judgement and collaborating across departments
  • Advocate for customers' needs within internal teams
  • Ensure timely response and resolution to technical inquiries
  • Stay abreast of customer business priorities
  • Thoroughly document customer cases and interactions
  • Provide proactive updates to relevant parties
  • Troubleshoot incidents before involving engineering
  • Maximize product features to set customers up for success


Required skills/qualifications to succeed
  • Extensive experience in the software industry (over 5 years)
  • Proficiency in web technologies such as JAVA/J2EE, JavaScript, CMS, and website architecture
  • Knowledge of HTML, CSS, XML, AJAX, jQuery, Apache, IIS, and various operating systems
  • Ability to understand and propose architectures for web-based solutions
  • Experience in supporting product-related issues and identifying areas for improvement
  • Excellent communication and presentation skills
  • Strong analytical and problem-solving abilities
  • Bachelor's degree or equivalent experience


Desirable to have
  • Experience in web or ECMS technologies
  • Prior technical support experience in content management for a software company
  • Understanding of product and software development cycles


Joining Adobe means immersing yourself in an exceptional workplace environment acknowledged worldwide on Best Companies lists. You will collaborate with colleagues dedicated to mutual growth through our unique Check-In approach, fostering open feedback.
If you are eager to make a difference, Adobe is the ideal place for you. Learn more about the career journeys of our employees on the Adobe Life blog and explore our comprehensive benefits.
Adobe is committed to diversity and equality, welcoming individuals from all backgrounds without bias for gender, race, age, disability, religion, sexual orientation, gender identity, or veteran status.

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