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 transforming how companies interact with customers across every screen.

The Senior Technical Support Engineer for Government provides technical support for the U.S. public sector Adobe customer base. Key elements of the role involve handling technical issues and ensuring our customers are set‑up for success. You will field questions, log and work high priority issues for bugs and feature requests, meet with customers regularly virtually and in person, and handle customer issues while working with the extended Adobe business units (Support and Engineering).

The overarching goal is to anticipate and avoid issues, identify and mitigate against risk, and help make Adobe products better for government customers.

• First point of contact for customer concerns relating to technical issues/questions
• Advocate for our customers and represent their needs with internal product and engineering teams
• Provide response/update/resolution to technical inquiries within established Service Level Agreement guidelines
• Ensure you have an understanding of the customers' priorities and how technical issues are impacting their business and customer base
• Provide proactive issue status updates to required parties
• Troubleshoot/qualify cases before advancing into Engineering
• Answer questions regarding product functionality and usage
• Solve implementation problems
• Product content creation (KB articles, whitepapers, forum participation)
• Provide knowledge transfer sessions to help reduce issues into Adobe
• Expand your understanding of Adobe products through individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team

• An active TS/SCI U.S. Government Security clearance is required
• Geographically located for daily commuting to Tysons, Virginia
• Experience in customer care/customer support
• Windows/Linux server knowledge to include installation, administration, upgrading, and resolving issues
• Strong technical knowledge of Java application servers and relational databases
• Strong organizational skills with attention to detail
• Advanced written and verbal communication skills
• Appreciation of government security controls and related IT requirements
• Bachelor's degree or equivalent experience
• Experience with Adobe products desired, such as Adobe Experience Manager and PDF forms
• Experience with cloud deployments such as AWS & Azure also appreciated

The U.S. pay range for this position is $97,300 -- $180,050 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.

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.