Senior Premier Technical Support Engineer - Analytics
Company: Adobe
Location: San Jose
Posted on: April 8, 2021
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Job Description:
Senior Premier Technical Support Engineer - Analytics 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! Our company At Adobe, we're changing
the world. How? We give people the tools to bring their ideas to
life and build content that makes life more fun and work more
meaningful. We give businesses and organizations the power to truly
engage their customers. We're the ones behind the gorgeously
designed content that streams across your laptop, TV, phone, and
tablet every day and the ones who harness the massive power of big
data to help companies move from data to insight and insight to
action by delivering content that people crave most. We're a
company that understands that product innovation comes from people
innovation, and that's why we invest in cultivating leaders
throughout the organization. If you're passionate about leading
from where you sit, join us. The Challenge The Adobe Digital
Experience Customer Support team provides round the clock technical
assistance for the Adobe Analytics Solution. We are the key
contacts between customers and internal departments to maintain
satisfaction and resolution to all customer issues. Premier
Technical Support Engineers provide accurate and timely technical
support to Adobe customers via telephone and portal. They manage
support issues of complex and technical nature with varying degrees
of priority. They address incidents within predetermined service
levels, requiring the ability to multi-task and prioritize. The
Premier Named Support Engineer will also be the primary support
contact for designated Premier Elite and Premier Enterprise
customers and will carry out proactive projects designed to manage
the risk profile of key accounts. What you'll do Drive measurably
high levels of customer satisfaction that lead to customer loyalty
and retention Provide customer support via telephone,
web-conferencing and portal Be the Named support lead for a subset
of Premier Customer Accounts in region Act as a customer advocate
ensuring all customers' voices are heard Liaise with
engineering/product management to ensure customers' desires for
future product development are heard Address customer concerns and
questions, large and small, in an effective and timely manner
Understand the real-world impact that issues and defects have on
customers Work closely with customers to understand their business
and how best to assist them in using the Adobe Analytics solution
Assist in testing new and enhanced product features Manage
incidents professionally and within stated timelines Accurately
record and maintains incident in accordance with department
standards Troubleshoot, validate, and report customer submitted bug
reports Partner with Technical Account Managers when delivering
outcomes for Premier Support clients. What you need to succeed At
least three years experience in a customer support environment in a
high- tech setting; preferred having worked as a named/assigned
resource for specific accounts Superb communication skills, both
written and verbal Ability to systematically and effectively solve
problems while ensuring customer satisfaction within stated service
level goals Good ability to identify, research and quantify
business problems using statistical analyses on large data sets
Proven ability to diagnose and solve complex analytic
implementation issues 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. Ability to multi-task and
prioritize job requirements At Adobe, you will be immersed in an
exceptional work environment that is--recognized around the world .
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 and affirmative action 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, veteran status,
or any other characteristics protected by law. 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, please contact
accomodations@adobe.com or (408) 536-3015.
Keywords: Adobe, San Jose , Senior Premier Technical Support Engineer - Analytics, IT / Software / Systems , San Jose, California
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