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!
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
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.