Technical Support Engineer

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 mission Adobe delivers digital government solutions that put people first. Our software is used by government customers for digital transformation in their public facing engagement to citizens and business, to other agencies across government, to their employee intranets, and to mission environments that support our country. Our enterprise software and cloud services make, manage, and measure digital content in electronic documents and digital media, using forms, workflow, content management, analytics, information assurance, and collaboration technologies. We maintain a strong emphasis on security, with eight FedRAMP authorized government cloud solutions and the authority to operate in other government networks. We’re a team that also understands that product innovation comes from people innovation, and that’s why we invest in finding and growing the best talent to support our customers. The opportunity The Senior Technical Support Engineer for Government provides Technical Support for the U.S. public sector Adobe customer base. Key elements of the role involve handling technical issues and ensuring our customers are set-up for success. You will field questions, log and work high priority issues for bugs and feature requests, meet with customers regularly virtually and in-person, and handle customer issues while working with the extended Adobe business units (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk, and help make Adobe products better for government customers. What you’ll do First point of contact for customer concerns relating to technical issues/questions Advocate for our Customer’s and represent their needs with internal product and engineering teams Provide response/update/resolution to technical inquires within established Service Level Agreement guidelines Ensure you have an understanding of the Customer’s priorities and how technical issues are impacting their business and customer base Provides proactive Issue Status updates to required parties Trouble-shoot/qualify cases before advancing into Engineering Answer questions regarding product functionality and usage Solve implementation problems Product Content Creation (KB articles, whitepapers, forum participation) Provide Knowledge Transfer sessions to help reduce issues into Adobe Expand your understanding of Adobe products thru individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team What you need to succeed An active TS/SCI U.S. Government Security clearance is required Geographically located for daily commuting to Tysons, Virginia Experience in customer care/customer support Windows/Linux server knowledge to include installation, administration, upgrading, and resolving issues Strong Technical knowledge of Java application servers and relational databases Strong organizational skills with attention to detail Advanced written and verbal communication skills Appreciation of government security controls and related IT requirements Bachelor’s degree or equivalent experience Experience with Adobe products desired, such as Adobe Experience Manager and PDF forms Experience with cloud deployments such a ... (truncated, view full listing at source)