Technical Support Engineer, Adobe Commerce Customer Engineering

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re 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!

The Opportunity

The Technical Support Engineer role offers an outstanding opportunity to assist Adobe's world-class Commerce Cloud customer base. You will address technical application and infrastructure issues, ensuring our customers are set for success. Take ownership of high-priority customer issues while collaborating with Adobe Support and Engineering teams. Thoroughly solve and document customer cases for effective problem and preventative case management. Our mission is to build memorable customer experiences, making them outstandingly successful with our products!

What You'll Do

• Be the first point of contact for customer concerns related to technical issues with the Magento E-commerce application.
• Advocate for customers and represent their needs with internal product and engineering teams.
• Provide timely responses and resolution to technical, product, and cloud infrastructure inquiries.
• Ensure resolution within established Service Level Agreement guidelines.
• Troubleshoot and qualify cases before advancing to engineering.
• Answer questions regarding product functionality and usage.
• Manage high-priority technical incidents and critical outages.
• Contribute to product content creation, including KB articles, whitepapers, and forum participation.
• Conduct knowledge transfer sessions to reduce critical issues within Adobe.
  
  

What you need to succeed

• At least 2+ years of working experience with Magento or Commerce Cloud.
• 5 years of experience in an enterprise software or cloud support environment.
• Excellent oral and written communication skills in English.
• Strong knowledge of Linux command line.
• Familiarity with Apache, NGINX, Redis, DNS, CDN, and SSL.
• Deep expertise in MySQL and database queries.
• Familiarity with programming/scripting languages such as Node.js, Perl, Java, and Python.
• Understanding of modern web technologies and their relationships.
• Experience in solving web application and performance issues.
• Ability to analyze issues via logs and other sources for in-depth reviews.
• Strong organizational and time management skills.
• Proficiency in technical problem-solving methodologies.
• Ability to adapt and thrive in a dynamic environment.
• Displaying empathy and transparency when customers advance their concerns, showcasing high patience and skill.
• Willingness to work different shifts, including North America hours, and be available for on-call rotation, off-hours, holidays, and weekends.
• Understand the business impact of issues, report call generators, severe issues, trends, feature requests, and common questions.
  
  

Adobe is proud to be an Equal Employment Opportunity 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. Learn more about our vision here.

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 accommodations@adobe.com or call (408) 536-3015.