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Technical Product Consultant

2 weeks ago

Sydney, New South Wales, Australia Adobe Full time

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 Consultant for the Adobe Experience Platform (AEP) solution will provide technical support directly to 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 handle critical issues while working with the extended Adobe teams.

The over-arching goal is to ensure that we can anticipate and avoid issues, identify, and mitigate against risk. You will also coordinate the support involvement with Product Engineering teams and develop documentation to empower the teams and customers. When vital, you may need to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.

Our objective is to build memorable Customer Experiences for our most strategic Customers resulting in them being wildly successful using our products

**Responsibilities**:

- Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
- Act as a customer advocate, ensuring all customers' voices are heard inside Adobe
- Collaborate closely with engineering and product management to ensure customers' desires for future product direction are heard
- Address customer questions and concerns, large and small, in an effective and timely manner
- Understand the real-world impact that product issues and defects can have on our customers and their business
- Work closely with customers to understand their business and how best to assist them in successfully using Adobe Experience Platform
- Assist in testing new and enhanced product features
- Accurately and professionally record, manage, and maintain incidents within stated timelines and in accordance with department standards
- Investigate, validate, and report customer submitted bug reports
- Assist Product & Cloud Engineering staff in resolving product issues
- Partner with Technical Account Managers and Customer Success Managers

Required skills/qualifications to succeed
- Must have deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0, and Web Services - Experience with SQL and database management
- Practical understanding of ETL (including data streaming/ingestion through pipeline)
- Practical understanding of jQuery, Angular JS, or another JS Framework
- Demonstrable ability to diagnose and solve sophisticated analytic implementation issues
- Ability to map out complex fixes and translate to customer(s)/stakeholders in the format required

Good to have skills/qualifications
- Knowledge of Digital Marketing, Mobile, DTM, Tag Management concepts
- Experience using CX, CDP and/or DMP tools as a Technical and Business user
- Experience using Adobe Experience Cloud Solutions (e.g., Adobe Experience Platform, Analytics, Target, Audience Manager) or other web analytics and optimization tool

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