As a Senior Technical Product Consultant at Adobe, you will play a pivotal role in delivering technical support for our Digital Marketing products. Your expertise will help solve complex technical issues, delight customers, and contribute to the success of Adobe's solutions. You’ll be involved in troubleshooting, testing, and project management, ensuring our customers receive exceptional support and service.
Key Responsibilities
- Technical Support. Provide expert support via telephone and email, accurately logging all interactions and resolving complex technical issues.
- Bug Reporting. Validate and report customer-submitted product bugs with precision.
- Customer Education. Educate customers on the use of Digital Marketing products and ensure they leverage our tools effectively.
- Product Testing. Assist in testing new and enhanced products to ensure they meet quality standards.
- Case Ownership. Take full ownership of support cases, contribute to global team success, and manage projects within stated timelines.
- Trend Identification. Identify trends and potential issues, and communicate quickly with affected parties.
- Documentation. Maintain accurate product documentation and support sustainable, scalable solutions for Adobe’s largest customers.
- Customer Delight. Treat each case as an opportunity to delight customers, despite potential product limitations or dependencies.
- Weekend/Holiday Coverage. Participate in weekend or holiday coverage as required.
Deep Technical Competence
- Essential Skills. Extensive knowledge of HTML, JavaScript, Perl, Web 2.0, and web services.
- Digital Marketing. Familiarity with Internet/Digital Marketing concepts, Mobile, DTM, Tag Management, SQL, and database management.
- API Experience. Experience with data insertion and reporting APIs, SOAP, REST, PHP.
- Mobile & Video Solutions. Knowledge of mobile and video programming solutions and experience with Tag Management tools.
- Adobe Solutions. Experience with Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools is desirable.
- Technical Troubleshooting. Ability to diagnose and resolve complex analytic implementation issues.
- Frameworks. Practical understanding of JQuery, Angular JS, or other JS frameworks.
- Statistical Analysis. Ability to use statistical analyses on large data sets to identify, research, and quantify business problems.
- Certifications. Adobe Experience Cloud tool certifications (e.g., Adobe Campaign, Adobe Target, Adobe Analytics) are advantageous.
- General Knowledge. Familiarity with Google, Tealium, Salesforce, Pega technologies, and experience in digital marketing, CRO, analytics, decisioning, campaign planning, creative, and UX disciplines.
Why Adobe?
Adobe is committed to fostering a diverse and inclusive workplace. We celebrate differences and are proud to be an Equal Employment Opportunity and affirmative action employer. Our goal is to ensure all qualified applicants have the opportunity to join our team.
Accessibility
Adobe aims to make our website accessible to everyone. If you have a disability or special needs that require accommodation during the application process, please contact us at [email protected] or call (408) 536-3015.
Apply Now!
If you’re a technical expert with a passion for delivering exceptional customer support and have experience with Adobe’s suite of solutions, we encourage you to apply for this role and become a key player in Adobe’s success story.