Cleared Product Support Engineer

Mission

Adobe delivers digital government solutions that put people first. Our software is used by government customers for digital transformation in their public facing engagement to citizens and business, to other agencies across government, to their employee intranets, and to mission environments that support our country. Our enterprise software and cloud services make, manage, and measure digital content in electronic documents and digital media, using forms, workflow, content management, analytics, information assurance, and collaboration technologies.

We maintain a strong emphasis on security, with eight FedRAMP authorized government cloud solutions and the authority to operate in other government networks.

We're a team that also understands that product innovation comes from people innovation, and that's why we invest in finding and growing the best talent to support our customers.

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 over-arching goal is to ensure that you can 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 Customer's 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 Customer's priorities and how technical issues are impacting their business and customer base
• Provides 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 thru 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

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. 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. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the…