Commerce Payments Customer Technical Advisor

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

We are seeking a highly skilled and customer-focused Customer Technical Advisor to join our team! In this role, you will be responsible for providing consulting, technical support, and assistance to Adobe Commerce and Magento Open Source merchants who are deploying Payment Services. Your primary focus will be on guiding merchants as they integrate Payment Services into their e-commerce stack. This will include diagnosing and unblocking technical issues in addition to serving as a Payment Services subject matter expert. A successful candidate will collaborate across many roles - customer support engineering team, product engineering, sales, product, etc.

What you'll Do

• Accelerate merchant activation of Payment Services by facilitating the onboarding and integration of Payment Services into a customers' stack.
• Provide merchants technical guidance and subject matter expertise to identify and unblock issues that arise during the integration process.
• Review merchant code and recommend solutions or best practices to improve performance and stability.
• Understand merchants' requirements and find creative ideas to deliver on needs.
• Identify common integration challenges and propose product and process improvements.
• Contribute to the development and improvement of support documentation, knowledge base articles, and FAQs to enhance self-service capabilities for customers.
• Assist the Payments sales team with technical questions during pre-sales discussions with key merchants.
• Maintain accurate and detailed records of support interactions, including troubleshooting steps, resolutions, and customer communication.

Collaborate with Product and Product Engineering to stay up to date with roadmap, new features, updates, and best practices related to Magento Open Source and Adobe Commerce Payment Services.

What you need to succeed

• 5-10 years of experience in development, technical support, or consulting for Magento Open Source and/or Adobe Commerce platforms.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users including high-level decision-makers.
• Extensive experience in PHP, JavaScript, or other languages.
• Experience with Version Control Systems (SVN, Git, etc.).
• Experience with XML, HTTP, and HTML.
• Proficient understanding of the installation process and configuration of Magento Open Source and Adobe Commerce platforms.
• Customer-focused mindset with the ability to empathize and prioritize customer needs.
• Strong problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Familiarity with reviewing and analyzing code for potential blockers or performance bottlenecks.
• Strong organizational skills with the ability to manage and prioritize multiple support requests simultaneously.
• Ability to work collaboratively in a team environment and effectively communicate and coordinate with cross-functional teams.
• Self-motivated and proactive approach to learning and staying updated with the latest trends and technologies in e-commerce and Payment Services.

Preferred Qualifications:

• Knowledge of Magento extensions and modules related to payment processing.
• Experience working directly with payment service integrations or payment gateways.
• Familiarity with Adobe Commerce Cloud and its associated tools and features.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 $113,700 -- $194,400 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.