Sr. Technical Support Engineer (Newton, MA)

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!

 

Position Summary:

Direct technical support for Gold Coldfusion/JRun customers. Serve as the primary technical liaison for these accounts, and provide management of technical issues through necessary escalation path to closure.

As technical issues require escalation through resources external to support (third party, consulting), the assigned PSE is responsible for managing that process with the customer through incident closure.

 

Key responsibilities and accountabilities:

1. Incident management; from start to incident closure.

2. Customer management; including staying in touch with the customer on a monthly basis by providing telephone contact, monthly product reports, and routinely following up on any customer escalation and reporting status to the customer.  When working an active incident, PSE?s should communicate status to the customer a minimum of once every two business days. When an issue requires customer response, PSE?s should check in with the customer every four business days to ensure that incidents progress toward closure.

3. Knowledge management; by participating in the creation of technical ?self service? documents, developer center articles, and review for technical accuracy of content authored by others.

4. Team management; by providing coverage for other team members ? assuming responsibility for their assigned accounts when coverage is necessary.

5. Reporting; by keeping Gold Support Management up to date on any customer incidents in escalation, and aware of any case that has exceeded seven days in an ?open? status

 

Tasks associated with the job:

? Speaking with customers directly via telephone in response to technical inquiries.

? Quickly responding to email inquires.

? Providing support to customers in real time, as the situation requires (server down, etc.)

? Develop a broad understanding of Adobe server products, as well as all peripheral technologies (database systems, web servers, operating systems, load balancing hardware/software, J2EE application servers, etc.)

? A desire to self-educate, using any down time to stay current with both Adobe and peripheral server technologies.  Accomplished through participation in assigned self education days, participation in product brown bags, and internal product training opportunities.

? Conduct Breeze Live sessions with customers as required, to provide hands-on assistance when demonstrating a complex technical concept. Examples can include demonstrating how to configure a cluster, capturing a thread dump, setting up the CF Administrator properly for a given environment, etc.

? Sufficient technical writing abilities to clearly document highly technical information in CRM tool, to create Technotes related to highly specialized configurations, and to document technical issues to customers via email.

? Work directly with the escalation team to reproduce product defects encountered by customers, properly log those defects, and relate to the customer a timeline for delivery of any fix.

? When working with customers on technical issues, strive to look for other opportunities within the customers organization where Adobe might be able to provide a solution ? and be ready to relay those opportunities to the appropriate internal resource.  This can include talking with the customer about upcoming projects, and discussing places where other Adobe technology can meet a customers needs. When these opportunities are uncovered during customer interaction, the PSE should be ready to coordinate customer follow-up with the sales team.

? Take steps to learn and document the customer?s environment, project schedule, and major hurdles to better assist them in succeeding with Adobe products.  Ensure that any documentation stays up-to-date throughout the year during follow-up interactions with the customer.

? Serve as the assigned customers advocate within Adobe.

? Serve in a pre-sales capacity, assisting the Adobe sales team in securing new accounts, product sales, and site engagements.  PSE participation in this space should serve to augment, not replace, the Sales Engineer.

? Stay familiar with Adobe business objectives, and ensure that everything done in Gold support is in line with those goals/objectives.

Knowledge & Skills:

Required:

? Experience installing and configuring ColdFusion server

? An understanding of CFML, and how it is used to develop web applications

? Familiarity with RDBM systems, including Microsoft SQL Server, Oracle, DB2, Sybase

? Experience working within Windows and UNIX based operating systems.

? Familiarity with web server technologies (Apache, IIS, etc.)

? An understanding Java and the J2EE architecture

? Excellent written and verbal communication skills

 

Desired:

? Specific experience with J2EE application servers (Websphere, WebLogic, etc.)

? Familiarity with load management hardware (F5, Cisco, other HLD)

? Experience developing Java-based applications

? Previous customer facing technical experience

 

Adobe believes personal fulfillment and company success go hand in hand, sustaining one another. In fact, our dynamic, rewarding working environment is well known ? including seven consecutive years on FORTUNE magazine?s "100 Best Companies to Work For" and other, similar accolades. By hiring the very best and brightest, Adobe continues to be a simply better place to work ? creating a dynamic environment today and providing incentives for future achievement!