We’re looking for a Technical Product Consultant to deliver outstanding technical support to our Digital Marketing customers. You will be responsible for resolving complex technical challenges while consistently exceeding customer expectations. This role will have you managing support requests via phone and email, all while ensuring customer satisfaction and contributing to the success of Adobe’s Digital Marketing suite.
You’ll also have the opportunity to manage projects, test new products, and contribute to our global team. This role requires excellent problem-solving skills, technical expertise, and a passion for delivering top-tier customer service.
Key Responsibilities
- Provide top-notch technical support via phone and email, ensuring all customer interactions are thoroughly documented.
- Investigate and report potential product bugs with precision.
- Educate customers on Adobe Digital Marketing products, especially Adobe Target.
- Assist with testing and implementing new products and features.
- Manage support cases, ensuring timely resolution and customer satisfaction.
- Identify trends and escalate potential issues to internal teams.
- Collaborate with cross-functional teams to ensure scalable, sustainable solutions.
- Maintain and update product documentation to reflect the latest updates and features.
- Rotate weekend or holiday coverage with your team.
What You Need to Succeed
- Educational Background. Bachelor's degree in Computer Science or a related field.
- Customer Support Experience. Minimum of 3 years in a high-tech, enterprise customer support role.
- Problem-Solving Mindset. Ability to identify and address process improvements while ensuring customer satisfaction.
- Technical Acumen. Deep knowledge of HTML, JavaScript, Perl, Web 2.0, and web services.
- Internet/Digital Marketing Expertise. Familiarity with mobile platforms, DTM, Tag Management, and digital marketing concepts.
- Data and APIs. Proficiency in SQL, database management, and experience with APIs (SOAP, REST, PHP).
- Adobe Solutions Knowledge. Experience with Adobe Experience Cloud tools (Adobe Target, Analytics, Audience Manager) is desirable.
- JS Frameworks. Experience with JQuery, AngularJS, and other JavaScript frameworks.
- Statistical Analysis. Ability to analyze business problems using statistical methods on large datasets.
- Cross-Functional Collaboration. Strong communication skills and the ability to build relationships across teams and with customers.
Bonus Skills
- Certification in Adobe Experience Cloud tools like Adobe Campaign, Adobe Experience Platform, or Adobe Analytics.
- Working knowledge of Google, Tealium, Salesforce, or Pega technologies.
- Experience with digital marketing, CRO, analytics, UX, and campaign planning.
- Advanced Excel and PowerPoint skills.
Why Adobe?
Adobe is committed to an inclusive and equal-opportunity work environment. We believe in creating exceptional employee experiences and offering all individuals equal access to opportunities. We do not discriminate on any basis, including race, gender, age, disability, or veteran status.
If you require accommodations to navigate our website or complete the application process, please reach out to [email protected] or call (408) 536-3015.