Technical Support Engineer

Adobe•McLean, IL

About The Position

The mission Adobe delivers digital government solutions that put people first. Our software is used by government customers for digital transformation in their public facing engagement to citizens and business, to other agencies across government, to their employee intranets, and to mission environments that support our country. Our enterprise software and cloud services make, manage, and measure digital content in electronic documents and digital media, using forms, workflow, content management, analytics, information assurance, and collaboration technologies. We maintain a strong emphasis on security, with eight FedRAMP authorized government cloud solutions and the authority to operate in other government networks. We’re a team that also understands that product innovation comes from people innovation, and that’s why we invest in finding and growing the best talent to support our customers. The opportunity The Senior Technical Support Engineer for Government provides Technical Support for the U.S. public sector Adobe customer base. Key elements of the role involve handling technical issues and ensuring our customers are set-up for success. You will field questions, log and work high priority issues for bugs and feature requests, meet with customers regularly virtually and in-person, and handle customer issues while working with the extended Adobe business units (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk, and help make Adobe products better for government customers.

Requirements

An active TS/SCI U.S. Government Security clearance is required
Geographically located for daily commuting to Tysons, Virginia
Experience in customer care/customer support
Windows/Linux server knowledge to include installation, administration, upgrading, and resolving issues
Strong Technical knowledge of Java application servers and relational databases
Strong organizational skills with attention to detail
Advanced written and verbal communication skills
Appreciation of government security controls and related IT requirements
Bachelor’s degree or equivalent experience

Nice To Haves

Experience with Adobe products desired, such as Adobe Experience Manager and PDF forms
Experience with cloud deployments such as AWS & Azure also appreciated

Responsibilities

First point of contact for customer concerns relating to technical issues/questions
Advocate for our Customer’s and represent their needs with internal product and engineering teams
Provide response/update/resolution to technical inquires within established Service Level Agreement guidelines
Ensure you have an understanding of the Customer’s priorities and how technical issues are impacting their business and customer base
Provides proactive Issue Status updates to required parties
Trouble-shoot/qualify cases before advancing into Engineering
Answer questions regarding product functionality and usage
Solve implementation problems
Product Content Creation (KB articles, whitepapers, forum participation)
Provide Knowledge Transfer sessions to help reduce issues into Adobe
Expand your understanding of Adobe products thru individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team