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 challenge 

As a Technical Support Engineer for GenStudio for Performance Marketing, you will support Adobe's global customer base by ensuring seamless use of the platform. Your key responsibilities include investigating, troubleshooting, and resolving technical issues while maintaining clear communication with customers throughout the lifecycle of their tickets, from creation to resolution. You’ll address high-priority cases, answer inquiries, manage escalations, and collaborate with the broader Adobe Support team, including Support, Engineering and Account Teams, all while adhering to established Service Level Agreements (SLAs). Your ultimate goal is to deliver exceptional technical support that empowers customers to achieve outstanding success with GenStudio for Performance Marketing. 

What you’ll do 

• Resolve high-priority technical cases by troubleshooting, debugging, and ensuring timely solutions that meet Service Level Agreement (SLA) standards. 

• Provide proactive status updates, answer product-related inquiries, and troubleshoot implementation challenges. 

• Advocate for customer needs with internal product and engineering teams, understanding their priorities and the impact of technical issues on their business. 

• Create and refine technical Knowledge Base (KB) articles and content that support both internal and external users. 

• Build expertise in GenStudio for Performance Marketing through enablement sessions, collaboration with teams, and hands-on experience alongside peers. 

• Deliver professional technical support to our GenStudio for Performance Marketing customers via phone, screenshare and email, ensuring efficiency and accuracy in addressing their needs. 

• Contribute insights to improve team processes and enhance customer satisfaction while fostering a deep understanding of GenStudio for Performance Marketing. 

What you need to succeed 

• Bachelor’s degree or equivalent experience. 

• 2+ years’ work experience ideally in a SaaS related technical support capacity and/or development role 

• Strong Technical knowledge of Java principal and ability to read Java code 

• Strong Technical knowledge of TypeScript frameworks and ability to read TypeScript 

• Experience troubleshooting / debugging of customer code and replicating issues to identify root causes    

• Experience with HTML5, CSS, JavaScript 

• Basic SQL knowledge, understanding relational data 

• Ability to query distributed logs to retrieve <