• Comfortable to work in NA shift ( EST, PST) to cater NA customers.
• Able to work on multiple deliverables and complete them in time-based deadlines.
• Requires “attention to detail” approach to ensure meaningful contribution.
• Communicating with internal teams from across the globe.
• Identifying the automation opportunities.
• Carry out projects to represent Adobe in a professional manner.
• Pro-actively develop and nurture good working relationships with internal teams to ensure that their success with our product is assured through your efforts.
• Effectively research, record, and maintain on-going knowledge of best practices for product usage.
 

What you need to succeed:

• Excellent oral and written communication skills.
• Customer-facing experience in enterprise projects.
• Ability to analyze enterprise software issues (Java, web-server, network, OS, DB/SQL).
• Validated presentation skills, and experience organizing and running high-profile customercalls.
• Customer Focused approach and problem solving mindset.
• Innovative thinking and thoughtful risk taking.
• Ability to partner across the organization.
• Professional approach- all company/project related information to be kept confidential.
• Experience working in a team environment, managing a diverse workload
 

Good conceptual understanding on one or more following technologies:

•Object-oriented programming experience (Java), Javascript, AngularJS, JQuery, CSS, MongoDB
•Web architecture, Web Servers, Application Servers and Topology
•Database Concepts and SQL
•Working knowledge of different OS including WIN, LINUX, AIX, UNIX, Shell scripting
•Good understanding of Networking concepts, SDLC and Agile frameworks
•Nice-to-have : Experience on any of the Adobe products: Adobe Audience Manager, Adobe Target,Adobe Campaign, Adobe Experience Manager, Adobe Analytics or other Experience Cloud solution

Responsibilities:

•  Delivery of pro-active services and preventive service.

• To provide dedicated support during important customer events while coordinating with internal stakeholders and ensure smooth functioning of client's environment to minimize the risk of interruption of service.

•  Documentation of latest release updates, bug fixes , security fixes and tutorials for effective communication to Adobe's customers.
•  Pro-active Notifications of upcoming release and possible impact.
•  Work on Case Reviews and Service Reviews.
•  Review of customer's environment to asses their technical readiness to achieve business and technical objectives.
•  Identify gaps, risks and opportunities to provide recommendations, mitigation strategies and next steps.
•  Understands how the technology works and understands a client’s implementation from a functional standpoint. Describe and demonstrate product features and capabilities.
•  Working cooperatively with Team members of other Adobe teams such as TAMs, Premier Support Teams, Engineering, Technical operations, and Deliverability.
•  Manages all communication with appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
•  Demonstrate ownership and willingness to work on any assigned task in a timely manner.
•  Accountable for personal achievement against performance targets including ticket resolution, responsiveness and turnaround time, aging and ticket quality.
•  Participation in Business Intelligence processes including taking an active role in Knowledge base document creation.
•  Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.
•  Manage incidents professionally and within stated timelines.
•  Understanding of escalation handling procedures.
•  Assist in special projects and other duties as assigned.
•  Manages all communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.