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!
Title: Technical Support Engineer I
Location: Remote Utah
Workfront is the work management application platform for the enterprise, helping people do their best work so companies can thrive in a digital world. Workfront is built for people, effortlessly connecting teams and easily integrating into existing applications and systems. The ability to see, measure, and analyze critical factors such as resources, outcomes, and priorities keeps everyone on the same page, with a clear understanding of why their work matters.
The Customer Experience team serves as a customer advocate, often functioning as a liaison between our customers and all internal Workfront teams. The single most important thing the Customer Experience team can do is create wildly successful customers that realize the full value of their investment.
What you will Do
The Technical Support Engineer II role carries the same responsibilities as an entry-level Technical Support Engineer role, with the addition of responsibilities that will ensure that gaps in coverage are addressed, as well as light workflow management duties.
A Technical Support Engineer II will have the same requirements and responsibilities to maintaining SLA as an entry-level Technical Support Engineer but will also need to:
Ensure steady and equitable case-flow for a subset of T1 engineers.
Address and facilitate a follow-up for the critical cases that have not had an appropriate response for these engineers.
Address and facilitate a follow-up for the oldest cases in T1 for these engineers.
Help address internal escalations for engineers who may be out of the office.
What you need to succeed
The applicant must have at least 3 months of T1 frontline experience.
The applicant should be certified in at least 2 skills in Support.
The Workfront values best describe who we are and how we get our work done.
Do great work; Commit to excellence. Think big. Boldly innovate.
Obsess over customers; Act with urgency, because sometimes later becomes never.
Win together; Without customers, we don’t exist.
Finish strong; Individuals win occasionally, but teams win consistently.