- Technical support
Posted 14 Days Ago
job requisition id
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!
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 craft 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 building 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!
We're looking for a Solutions Engineer to join the Developer Experience team for the Creative Cloud Developer Platform. You will be responsible for helping us continually improve the developer experience and decrease the time to integration by providing stellar technical support for our APIs and SDKs, getting hands-on with our partners’ code, writing technical guides and sample code, and creating actionable internal feedback loops.
The stars of the show are the developers who integrate Creative Cloud Platform developer products, and our mutual customers. Developers building on our platform range in size and makeup, from startup to enterprise; you'll need to be comfortable communicating with partners from the full range of business contexts.
You'll be joining a multi-functional team that drives Creative Cloud's Developer Platform and ensures that third-party developers have positive experiences building on it. We do it all in service of delivering useful and delightful plugins and integrations to creative users around the world.
What you’ll do
Provide a stellar, white-glove 1:1 technical support experience
Be responsive to community support metrics and help to continually optimize
Solve developers' problems, communicating technical information in a resoundingly clear way
Coordinate updates to technical resources for API updates and launches
Write guides, tutorials, and sample code for our APIs
Enable the Developer Experience team to work efficiently by integrating our work tools and scripting automate-able work, in the service of better outcomes for our third-party developers
Triage and track issues coming from various channels including help desk, forums, chat, email, etc
Sit in with Business Development on 1:1 partner meetings and calls to weigh in on technical specs and requirements, and show off relevant proof-of-concept integrations, some of which you will have built
Be highly responsive to our Business Development team's partners
Help identify common trends in community help and support as opportunities for product improvement (via docs, APIs, etc)
Report known bugs to relevant product teams, with a loop back to the developer when the bug is fixed
Maintain a knowledge base of known bugs and issues, with workarounds
Continually strive to keep technical support efficient, while always maintaining a human touch
As time permits, work with the rest of the Developer Experience team to create or contribute to content based on your expertise captured from working directly with our partners
Collect and report metrics indicating the health of technical support itself and the kinds of problems partners are running into
What you’ll need to succeed
An understanding of how to communicate with developers at companies that range in size from startup to enterprise
An understanding of how to communicate technical concepts to a non-technical audience
The commitment to truly understand the heart of a problem, instead of simply taking all questions at face value
Patience, compassion, and a sense of purpose: we care deeply about the success of developers who choose to partner with us, as well as the success of our mutual customers. You do too.
Experience & Qualifications
Familiarity with Git, GitHub, and command line tools
Willingness to continually learn new Adobe products
Willingness to continually learn new languages and development platforms
Impeccable written and verbal communication skills.
Preferred: Experience interacting with engineering teams who use Trello, JIRA, and the like
Preferred: Experience with one or more Creative Cloud products