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 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!

Position Summary
The Primetime Technical Support Consultant position is a customer-facing technical support and client services role, enabling client success by resolving technical issues, providing training, maintaining documentation and delivering operational recommendations driven by customer requirements.
Responsibilities
Act as point of contact to provide consultative technical support
Act as video technology specialist bringing knowledge to the team in the deployment, operation and troubleshooting of video player SDKs, video ad serving, digital rights management, encoding and packaging, live streaming and video-on-demand technology
Provide timely resolution to technical and product inquiries within established SLAs, including regular status updates to clients
Trouble-shoot/qualify cases before escalating into Engineering
Collaborate with internal teams to drive prioritization, analysis and resolution of complex technical issues, resulting in the highest level of customer satisfaction
Contribute to knowledge base, documentation, and support ticket systems
Requirements
Proven background building deep and enduring relationships with complex clients in an account management or consultative sales organization.
Ability to thrive in a fast-paced environment, working closely with a cross functional team of account managers, engineers and solution consultants.
Advanced written and verbal communication skills
Strong personal organization skills including the ability to multi-task and prioritize job requirements
Demonstrated creative problem-solving approach and strong analytical skills
Strong Technical knowledge of RTMP, HTTP or other video streaming protocols, video encoding, client-side SDKs, server software maintenance/architecture
Detailed experience working within products built with one of the following: ActionScript, JavaScript, HTML5, Java or Objective C, including trouble-shooting of customer playback environments, video player to server network activity
Bachelor’s Degree or equivalent experience
5+ years’ full time experience in customer care/support or related field Ideal qualifications
Operational knowledge of Windows/Linux servers, including configuring services, shell scripting etc
Expertise in video ad monetization models, DRM mechanisms (FAXS) Perks

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