Solution Support Engineer – Adobe Pass for TV Everywhere
Adobe takes TV Everywhere from concept to reality by seamlessly verifying a user’s entitlement to content in a manner that is both simple and secure. This means a quick time to market for content owners and pay TV providers, a secure environment to prevent fraud, and a great customer experience, with more TV content available to more people across more platforms than ever before. Adobe Pass for TV everywhere team is looking for a Solution Support Engineer with an analytical mind and good technical skills, who likes web technologies and has worked closely with customers and partners in the past. A problem solver with relentless drive to find out “why it doesn’t work”.
and “how can I fix it” attitude
On this job, you will:
- Work closely with the customers, by solving complex technical problems. Help them understand how they should integrate with our solution
- Become customer’s advocate in relation with the development team, driving the resolution of issues
- Narrow specific issues to different components of the product, work with developers to identify bugs or potential new use cases.
- Assist multiple customers by understanding each customer’s needs and correctly evaluating the sense for urgency for each of the customers.
- Collaborate with multiple teams from different partners across the globe, and leverage Adobe resources to assist the customers.
- Develop workshops for colleagues and customers, assist in testing effort, attend conference calls to discuss open issues and tickets, and sharing
On this job, you will not:
- Watch an application dashboard and call for backup when a problem occurs
- File a ticket/bug and forget about it
- Act as a call-center operator answering questions from end-users.
Skills
Must have
- Bachelor’s degree in information technology, web design, or another related field or a minimum of 4 years of intense work-related experience in technical support
- Strong verbal and written communication skills. Able to work closely with internal staff to understand and communicate issues
- Fluent in English, written and spoken
- Experienced in customer service, IT support, or technical support
- Basic programming skills (any of : Java, PHP, ActionScript,JavaScript, Python)
- Experience with computer networks, remote access, and Internet based programs.
- Good analytical abilities. Outside the box thinker and problem
Nice to have
- Technical training experience
- Web technologies knowledge (HTML, Javascript)
- Basic knowledge of various web browsers (Safari, Firefox, etc)
- Previous experience with various web development tools (Firebug)
If your interests and passions align with what we’re doing and you match the candidate profile we’re describing, we’re eagerly waiting for your resume. Come and join us!
