Principal Technical Support Engineer Enterprise

1 week ago

Dublin, Dublin City, Ireland Adobe Full time

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

GenAI/AI/Creative Cloud Technical Subject Matter Expert

ROLE:

Providing high-level technical support to industry-leading enterprise accounts, in relation to Creative Cloud, Document Cloud and pdf-technologies

RESPONSIBILITIES:

- Collaborating closely with the system admins of enterprise customers to support them in the areas of GenAI, Firefly, APIs, deployment, SSO, licensing, networking and product related issues (video, web, print publishing, pdf technologies, imaging, illustration).

- Troubleshoot in-depth customer issues around a wide range of technologies and collaborate closely with engineering to work towards resolution.

- Assisting Adobe enterprise customers in configuring and deploying enterprise software packages

- You work both independently and as part of a team, in a fast-paced environment.

- Occasional travel to customer sites or to technical conferences.

- You enjoy handling diverse challenges and look forward to learning new technologies.

- Authoring and reviewing knowledgebase articles and training materials for both customers and internal reference.

- Providing expert services assistance on topics around all the above technical areas for enterprise customers via phone and web conference on a one-to-one as well as a one-to-many basis.

- Researching and logging bugs in the bug database and works with QE, Engineering and Product Management to prioritize urgent and top issues for resolution.

- Hours of work are mainly 8am – 4pm, and additional on-call availability for weekends on a rotating schedule might be required

- Working closely with other Adobe groups, QE, engineering, product management and marketing to understand new or extended product lines or services, technical foundations, and adaptability to customer requirements

REQUIREMENTS

- GERMAN or FRENCH as well as English language skills essential

- Bachelors degree or equivalent

- Solid understanding of Mac and Windows operating systems

- Knowledge of SSO, Adobe Creative Cloud and Adobe Document Cloud

- Knowledge of installer/deployment technologies

- Strong time management / organizational skills

- Excellent communication skills. Proven ability to optimally, concisely and clearly communicate his/her viewpoint on complex or larger-scale business or operational considerations, and key decision points

- Strong interpersonal skills. Track record of building strong, lasting relationships with multiple stakeholders, partners and customers

- Knowledge of Terminal Server technologies and JavaScript a bonus

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