Senior Technical Product Consultant

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 challenge

Adobe Technical Support Product Consultants deliver accurate and timely technical support to Digital Marketing customers via telephone and email. They will manage support issues of a complex and technical nature with varying degrees of priority, all while delighting Adobe customers. Technical Support Consultants address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They conduct projects as assigned and support other team members to represent Adobe in a professional manner.

What you will do

• Provides technical support via telephone and email and thoroughly logs all interactions in respective support cases.

• Validates and reports customer submitted product bug reports with precision.

• Educates customers on the use of Digital Marketing products.

• Assists in testing new and enhanced products.

• Should be able to manage projects expertly and within stated timelines.

• Fully owns cases in their name and contributes to success of "Global teams".

• Identifies trends and potential issues and quickly communicates with affected parties.

• Support sustainable & scalable software solutions for Adobe's largest customers.

• Helps maintain accurate and complete product documentation.

• Treat each case as an opportunity to delight customers, despite factors outside control of consultant (such as product limitations or dependencies on third parties)

• Ready to work in night shift. Weekend or holiday coverage required in rotation with team.

• Assists in special projects and other duties as assigned.

Deep technical Competence

• Must have, Deep knowledge and understanding of HTML, JavaScript, CSS, Perl, Web , and web services.

• Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, Tag Management.

• Experience with SQL and database management.

• Experience with data insertion and reporting APIs, SOAP, REST and PHP

• Knowledge of Mobile and Video programming solutions

• Knowledge of Experience with Tag Management tools

• Desirable to have experience using Adobe Solutions like, Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.

• Demonstrable ability to diagnose and fix complex analytic implementation issues.

• Practical understanding of JQuery, Angular JS, Any JS Framework

• Working knowledge of API (Application Programming Interface)

• Ability to identify, research and quantify business problems using statistical analyses on large data sets.

• Evidence of leading multi-platform Adobe solutions as a product owner, technical client service, or solution consultant

• Adobe Experience Cloud tool certification (Either of: Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics are desirable)

• General knowledge about working with Google, Tealium, Salesforce and Pega technologies

• Overall experience of digital marketing, CRO, digital analytics, decisioning, campaign planning, creative and UX disciplines