Technical Support Engineer – Enterprise

4 weeks ago

Athlone, County Westmeath, 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

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

A forward-thinking and experienced Technical Support Engineer – Enterprise is sought to join our team, with a focus on delivering outstanding support to enterprise customers. This role is central to managing technical issues and ensuring customers are set up for long-term success.

About The Role

The overarching objective is to anticipate and prevent potential issues, proactively identify and mitigate risks, and ensure a seamless, positive customer experience.

Key Responsibilities
  • Investigate and resolve complex technical issues across Adobe products, particularly for enterprise customers.
  • Take ownership of critical support cases advanced from frontline teams and ensure timely, professional resolution.
  • Communicate effectively with internal teams (Engineering, Product, Support Operations) to drive issue resolution.
  • Read and interpret system logs to identify root causes and guide fixing paths.
  • Ensure customer communication remains clear, timely, and empathetic throughout the blocking issue lifecycle.
  • Contribute to support readiness by documenting findings, updating knowledge base articles, and sharing standard methodologies.
  • Participate in case reviews, feedback sessions, and continuous improvement initiatives.

Required Skills & Experience
  • Fluency in German and English (both written and spoken) is mandatory.
  • 3+ years of experience in technical support, ideally in SaaS or enterprise environments.
  • Strong analytical skills, with experience in handling login/access issues, configuration problems, account-based errors, knowledge of SSO, Adobe Creative Cloud and Adobe Document Cloud
  • Ability to read and analyze log files and technical output.
  • Superb communication skills with both technical and non-technical collaborators.
  • Demonstrated capability in handling time-sensitive blocking issues with composure and clarity.
  • Knowledge of installer/deployment technologies.
  • Diligent with strong documentation and follow-up practices.
  • Proficiency in MacOS and Windows Operating Systems.
  • Ability to diagnose technical issues within Adobe environments is a plus.

Preferred Qualifications
  • Familiarity with Adobe products and enterprise support workflows.
  • Experience participating in reviews for blocking issues or driving multi-functional resolution.
  • Strong collaboration skills, with a proactive attitude toward problem-solving.
  • Knowledge of Terminal Server technologies and JavaScript a bonus
  • Proficient in Office 365 apps, expert in Excel and Power Point.
  • Adaptability to fast-changing environments and teamwork.
  • Good communication skills are crucial for handling technical information and collaborating with internal teams, management, and customer-facing discussions. The successful candidate must also demonstrate leadership skills in guiding projects and mentoring colleagues.

Analytical/Technical Skills
  • Advanced/Expert in Data Analysis.
  • Proficient in Data research.
  • Digital literacy.
  • Creative Cloud: Proficiency in applications like Photoshop, Illustrator, InDesign, Acrobat, and others.
  • Data Management: Skills in data modelling, data integration, such as API (API knowledge is recommended).
  • Personalization: Experience in developing and implementing personalised marketing solutions using Adobe tools.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
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