Posted on 12 March 2011

Technical Support Engineer - Orem, Utah

Written by JobPost Company: Adobe Systems Inc. Location: Orem, Utah

Topics: Technical Jobs Board

Company: Adobe Systems Inc.

Location: Orem, Utah

Company Name: Adobe Systems Inc.

Location (City, State): Orem, Utah

Adobe believes in hiring the very best. We are known for our vibrant, dynamic and rewarding workplace where personal and professional fulfillment and company success go hand in hand. We take pride in creating exceptional work experiences, encouraging innovation and being involved with our employees, customers and communities. We invite you to discover what makes Adobe a place where exceptional people thrive.

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Position Summary

The Customer Satisfaction team is responsible for ensuring that customers are successful when using Day technologies and that they become loyal and long standing customers because they find us easy to do business with. The TS Engineer is lead & mentored by the Regional Support Lead and reports to the VP WW Customer Satisfaction.

Expert in Day software based solutions & technologies.
Shares best practices knowledge with customers via direct interaction or through the Day community (customer portal).
Leads and drives content contribution to Day communities by writing KB articles, answering questions on the mailing lists, writing blog entries on topics that assist customers, etc.
Delivering webinars to customers on specific topics that they identify to be helpful to a larger group of people.
Understanding the customer’s technical environment and how they use Day technology in order to provide the best, focused advice, and ensuring this information gets stored in Day’s customer data center.
Able to efficiently analyze and debug incidents, identifying the technical solution required to fix the issue, and be able to clarify this to customers within given service levels.
Works directly with the client to resolve issues and provide quality technical support solutions.
Maintaining a high level of technical expertise by staying current on Day technologies through regular training, support services engagements and product readiness before GA.
Identifying and developing support related applications that benefit customers (these applications could become products or services).
Either a Bachelor or Masters degree in Computer Science plus 4-6 years experience in the Web and/or ECMS technologies space.
Strong knowledge of Web technologies, especially JAVA (e.g. coding, garbage collection tuning, heap dump & thread dump analysis) and JavaScript, Content Man-agement Systems (CMS), website architecture.
Proficiency in HTML, DHTML, CSS, XML, AJAX, Apache & IIS.
Experience and ability to conceptually understand the implications and propose architectures for large Web based solutions of different sizes, their implications on the solution concept and development as well as understanding the impact of caching and other performance related measures.
Debugging and appropriate debugging tools usage skills in general TCP/IP net-working, UNIX and/or Windows XP/Vista Operating system, HTTP protocol and request processing, SMTP, etc.
Past technical support experience working in the Content Management space for a software company is an asset.
Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technical.
Effective dialogue building skills; listening, good Q&A skills.
Ability to present findings using various mediums (presentations, conference calls, over the phone).
Enjoys digging into issues in a scientific and methodical way.
Is very responsible and organized; the support engineer takes full ownership for their work ensuring customers are updated and called back on time.
Excellent interpersonal skills / Strong team player; they passionately share know-ledge to help customers and colleagues solve issues.
A Positive attitude; towards solving problems, demanding customers, difficult tickets. The support engineer is focused on finding a solution to the problem.
Willing to participate in 24/7 on call support teams on a rotational basis and travel occasionally for short term assignments (no relocation) nationally and to some ex-tent, internationally.
Adobe’s dynamic working environment is well known – including 12 years on FORTUNE magazine’s “100 Best Companies to Work For”, and other, similar accolades. Recognizing that employees are at the core of our success, Adobe recruits and retains highly qualified and motivated individuals, creates an environment where they can innovate and achieve their best, and rewards them for their performance by giving them an opportunity to share in the company’s success.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace.

About Adobe United States

Adobe has more than 5,000 employees in the United States and is headquartered in San Jose, California, with other office locations nationwide

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