Technical Support Engineer
Adobe
Tokyo
3 日前

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 Opportunity

You will act as a Named Support Engineer for Marketo Engage providing extraordinary, fast, and friendly support empowering the Digital Marketers that use Marketo Engage to be more successful.

As a valued team member, you will share strategies to improve the quality and efficiency of customer support while being responsible for issues of complexity and self-managing priorities.

What you'll Do (Roles / Responsibilities)

Become an authority in Marketo Engage technology and apply it to our customers’ business processes

Be the Named Support Engineer for Premier Enterprise Support Customer Accounts in the Japan region

Provide business and technical solutions to help customers to fully utilize, and get the most value from their investment

Understand customers’ technical problem and business needs correctly

Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system

Maintain support cases until resolution, drive other teams as needed, and lead customer expectations

Meet individual case management Service Level and Customer Satisfaction goals

Perform problem characterization, reproduction, diagnosis, and root cause analysis

Work with Operations and Engineering personnel to resolve product issues or advancing their investigation as necessary in English

Work with Sales, Customer Success, TAM and Professional Service team members to manage Enterprise customer’s expectation and lead / drive the difficult issue handling process

Author Knowledge Base articles

Work with local and international team members to more broadly understand and support our customers

Deliver regular Service Reviews and Mentor Sessions to your customers

What you need to succeed (Qualifications)

BA / BS Degree in Computer Science or a related discipline or equivalent experience

At least 5 years of demonstrable experience diagnosing and resolving problems in complex software environment

Experience providing direct support to external customers by phone, electronically, and face-to-face

Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications in a SaaS environment

Excellent organizational skills : ability to prioritize, manage, and execute tasks multi-functionally

Strong communications skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.

Ability to explain complex concepts simply and precisely

Excellent analytical skills

Excellent troubleshooting / problem-solving skills, attention to detail, logical thinking

The ability to navigate challenging situations in a professional manner under pressure and having the sense of urgency

  • Experience in one or more of the following additional areas preferred : Database technology (SQL, MySQL); Web technology (HTML, JavaScript, CSS, XML, PHP);
  • CRM technology (Salesforce, Microsoft Dynamics); Email applications (Familiar with end-to-end email delivery)

    Familiarity with SaaS solutions a plus

    Proficiency in English (reading / writing and verbal communication) is a plus.

    Independent and self-driven, proactive self-starter

    At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.

    You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

    If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

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