Technical Support Consultant

Responsibilities - Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product. - Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers - Educating customers on specific product functionality required to resolve their issues. - Writing and presenting internal\informal courses on troubleshooting areas of product functionality. - Creating solution entries as required - Working cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability. - Timely communication with customers concerning status of open support issues - Troubleshooting issues related to 3rd party software applications Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.

Education

 

• 7-10 years of experience in a software support environment supporting complex, multi-tiered enterprise software applications. o Experience writing and debugging SQL statements, XML/Javascript/HTML are required. o Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required. o Experience with web services APIs, database connectors, SOAP o Proven in depth of knowledge of complex, database-centric, internet-based systems o Ability to multi-task and work through problems independently o Excellent Communications skills (written & verbal) o 4 year degree or equivalent experience Additional skills expected o Highly Organized o Curious and interested in learning new technologies o Strong multiple priority management skills o Demonstrates awareness and commitment to customer satisfaction Work experience o Worked in a role recently (within the past 5 yrs) as a technical support person that was working with business\enterprise customers. o Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases. o Has > 2 yrs experience reading and troubleshooting XML, HTML o Has > 2 yrs network\client\server connectivity. o Has digital marketing experience from an email service provider, or a competitor.