Premier Support Experience Platform Technical Support Engineer

    • Lehi, UT

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create 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 elegantly designed content that streams across your laptop, TV, phone, and tablet every day-and we're 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.

Adobe Experience Platform (AEP) is the first purpose-built customer experience management platform. With real-time customer profiles, continuous intelligence, and an open and extensible architecture, it makes delivering personalized experiences at scale a reality. As a Technical Support Engineer for AEP you will be the Named Support Engineer for a handful of Adobe's most strategic customers. These customers will have purchased Premier Support, which gives them access to senior-level support for technical issues, questions, and other support tasks, particularly those involving multiple Adobe solutions. You will have successfully supported software and/or SaaS-based technology, be a creative problem solver who is passionate about customer success, troubleshooting code and systems, and still be able to deliver a premium service with excellent communication skills. Mastery of web-based technologies, and ability to quickly learn and decode new ones is key to success in this role.

We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation.

What you'll do

  • Direct responsibility over support of top accounts for AEP
  • Deliver exceptional customer experiences to eliminate, prevent, and workaround product roadblocks
  • Thoroughly document all customer interactions in CRM ticketing system
  • Own one or more projects to enhance overall team impact
  • Partner with the Engineering and Product Management teams to prioritize and track addressing of complex customer issues
  • Documentation of product knowledge, both internal and customer-facing
  • Collaborate with other Named Support Engineers covering other Adobe solutions for your same customers
  • Assist in weekend/holiday on-call coverage of Adobe Experience Platform
  • Become a subject matter expert in a handful of services powering AEP

What you'll need to succeed

  • Minimum of 3 years of high-tech support experience in a fast-paced, enterprise level, mission-critical software environment
  • Core skills/competencies include Technical Prowess, Relationship Management, Data Analysis, Problem Solving, and overall Technical Curiosity
  • Proficient in API workflows and SQL, along with web standards like HTML, CSS, and JavaScript
  • Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
  • Excellent organizational skills: ability to prioritize, manage, multi-task and execute projects multi-functionally
  • Superior communications skills (presentation, written, and verbal) to effectively interact with all levels of professional staff. Ability to explain complex concepts simply
  • Excellent technical troubleshooting and problem-solving skills using both browser developer tools and in-house tools
  • Ability to navigate challenging situations in a professional manner
  • Mastery of SaaS solutions or Adobe Experience Cloud solutions a plus


At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

Marketo is a marketing automation platform that provides a wide variety of industries with data-based insights to inform successful customer interactions.

Marketo Company Image


Back to top