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!
Assigned Support Engineer
Adobe - Workfront, the leading provider of project and portfolio management software, has an opening for Assigned Support Engineer. The position will primarily be responsible for resolving technical support issues for an assigned group of companies, including troubleshooting connectivity, application and database issues, reporting, project management usage questions, and usability issues.
The ASE will report to the ASE Manager and work directly with Quality Assurance, IT Operations, Development, Product Management, and others as needed. The primary objective of the role is to help customers attain business value from their Workfront solution by quickly resolving technical issues.
Workfront Technical Support strives to deliver outstanding technical support in a high-performance company culture that emphasizes superior quality, continuous improvement and high productivity. This role requires a proactive and results-oriented individual with the ability to complete assigned tasks and to identify and deliver other value-add activities.
Duties:

• Provide phone and web support for an assigned set of clients
• Troubleshoot, duplicate and resolve technical support issues, including working with Product and Development teams on customer-reported defects
• Meet Service Level Agreements for clients
• Troubleshoot SaaS and database issues
• Troubleshoot technology, network, and end-user applications

• Demonstrate excellent customer service
• Mentor and train Tier 1 Technical Support Representatives
• Core hours are 8 AM - 5 PM, Monday through Friday, with flexibility required to work other shifts as needed, including weekends, nights and holidays as required.

Qualifications:

• Undergraduate degree in related technical field or equivalent experience

• Minimum 1 year experience working in Help Desk, desktop support, network support or other technical support role
• 3 tier one job skills recommend but 2 are required
• Outstanding customer service skills
• Excellent analytical skills
• Understanding of relational database applications

• Understanding of web server technologies
• Familiarity with LDAP and SAML strongly preferred
• Excellent troubleshooting skills
• Strong written and verbal communication skills (English)
• Strong desire to learn; inquisitive

• Ability to work on multiple tasks and prioritize workload.
• Detail oriented