Technical Support 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

Passionate about ecommerce? Do you enjoy solving complex technical issues? We are seeking a highly motivated Advanced System Engineer (ASE) to join our Adobe Commerce team. You will be part of a growing team that will support our Premier merchants. As an ASE, you'll be the primary point of contact for a set of assigned merchants, and will assist with their technical issues. Collectively, the Premier support team will provide an outstanding level of customer support that will delight our merchants.

In addition to providing technical support, the ASE will participate in case reviews tailored to meet the customer's needs. They will review active cases with the customer, address customer's technical concerns and agree on action plans and priority across all deployed solutions. Additionally, ASEs will coordinate with extended internal support teams, as needed to solve merchant issues.

The role is challenging but meaningful. Adobe Commerce powers ecommerce websites from various brands and industries. If you're ready to make a positive impact and help our merchants succeed, this role is for you!

What you'll do

• Assess, investigate, and resolve technical issues related to the merchant websites
• Find creative ways to overcome difficult issues.
• Deliver pro-active and preventative reports that ensure merchant websites are in good health
• Communicate upcoming software releases and potential impact to merchant sites
• Guide merchants through complex environment changes and software upgrades
• Handle severe issues that affect the merchant sites
• Coordinate regular enablement and training sessions with merchants
• Collaborate with multi-functional teams to resolve issues til resolution
• Coordinate merchant status calls and reporting
• Lead regular service reviews with the merchant and appropriate teams

What you need to succeed

• Consistent track record of working in complex enterprise IT environments, in consulting/troubleshooting/account management/development roles
• Customer-facing experience in enterprise level projects
• Strong written and verbal communication skills in English a must, additional languages are a plus
• Excellent presentation skills, and experience coordinating high-profile customer calls and meetings
• Solid understanding of Linux CLI and shell scripting.
• Proficiency in analytical problem solving
• Outstanding experience in building customer/partner relationships, cross-boundary collaboration
• Solid understanding of web technologies (Linux, NGINX, Apache, MySQL, Redis, CDN).
• Exceptional technical troubleshooting skills.
• Extensive knowledge of web-application security, including understanding PCI of compliance concepts
• Bachelors Degree in Computer Science, Engineering, or equivalent
• 3+ years customer facing support for an enterprise software product
• 2+ years programming in open-source software preferred
• 2+ years business analysis experience preferred
• 2+ years of Magento experience strongly preferred

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $69,100 -- $139,400 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.