Job Description

Our CompanyChanging the world through digital experiences is what Adobe\xe2\x80\x99s all about. We give everyone\xe2\x80\x94from emerging artists to global brands\xe2\x80\x94everything they need to design and deliver exceptional digital experiences! We\xe2\x80\x99re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.We\xe2\x80\x99re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!Adobe is changing the world through digital experiences. Our digital media and digital marketing solutions empower businesses to make, manage, measure, and monetize content. We are aggressively innovating to enrich content creation and to reinvent how companies interact with their customers across every digital channel. Just look around you, our impact can be seen on virtually every screen, from TV and movies to digital magazines, to websites and mobile devices.There\xe2\x80\x99s never been a better time to join Adobe. We are looking for exceptional talent who are ready to make an impact.Position summaryApplication Support Engineers provide accurate and timely technical support to Adobe Advertising Cloud search customers via telephone, email and live chat. They manage support issues of a complex and technical nature with varying degrees of priority. Application Support Engineers address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members in order to represent Adobe in a professional manner. This role will be based in Bangalore and will cover US working hours in a rotational night shift.Responsibilities

• Troubleshoot, analyze, replicate, regress and resolve complex field software problems reported by client or Account Managers.
• Reproduce technical issues and work with Engineers to resolve them, by either establishing a workaround or a solution.
• Interface with other technical support personnel, engineering and product management located around the world to escalate and resolve critical platform issues.
• Prioritize customer issues and company projects effectively, communicating priorities and plans to management.
• Maintain excellent relationships with Adobe internal and external customers by applying superb customer service and technical skills.
• Coordinate, respond, assign, track and follow-up on product problems reported by internal or external clients.
• Support Adobe\'s Advertising Cloud search product during the launch of new clients.
• Manage simultaneous projects of varying sizes & durations
• Support critical platform deployments

Requirements

• 2 weeks per month (max) US on call nightshift.
• When not on call expected in office 3 days per week (Tues-Thurs)

• B.E/B.Tech/MCA/M.S in computer Science or related field
• Minimum 3+ years industry experience in a technical support/consulting role, preferably in a high- tech setting
• Excellent communication skills, both written and verbal
• Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
• Experience with SQL and Relational Databases (post-gres, MySql or Oracle). Snowflake experience is a plus
• Research, reproduce and lead support case resolution efforts for product and technical issues.
• Experience with observability tools like Prometheus, AlertManager, Grafana and Splunk
• Hands-on experience with CI/CD tools like Jenkins, Argo.
• Thinks \xe2\x80\x98out-of-the-box\xe2\x80\x99 to creatively resolve advanced development problems.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. 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\xe2\x80\x99re looking to make an impact, Adobe\'s the place for you. Discover what our employees are saying about their career experiences on the and explore the meaningful we offer.Adobe is proud to be an and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other\xe2\x80\x99s employees.

Adobe