Technical Support Engineer 3


Lehi, UT, USA

Full time


May 10

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

Adobe Marketo Engage provides an easy-to-use, powerful and complete marketing software that propels fast-growing small companies and global enterprises, turning marketing from a cost center into a revenue driver. Marketo’s marketing automation and sales efficiency software – including the world’s first coordinated solution for social marketing automation – helps thousands of companies around the world streamline marketing processes, deliver more campaigns, generate more win-ready leads, and dramatically improve sales performance.

The Challenge

The Tier 3 Technical Support Engineer for the Adobe Marketo Engage solution provides technical support to Adobe Experience Cloud Customers, as well as other Technical Support Engineers in the department. This role involves multiple responsibilities including handling complex technical issues, managing high priority critical issues, meeting with customers, mentoring and supporting other Technical Support Engineers, and working directly with engineering to bring issues to resolution and identify issue trends and prevention strategies. You will also coordinate the team’s involvement with Product, Platform and Database Engineering teams, lead trainings, and develop documentation to empower other Technical Support Engineers and customers.

What you'll do

  • Drive resolution of technical complex issues working with application stakeholders development and business operations teams.
  • Assist customers with solving REST API calls/curls: demonstrating knowledge with software such as Postman and SoapUI
  • Solve and Develop standard methodologies for running analytics within Big Data/Hadoop technologies
  • Write SQL queries from system database in order to pull needed complex customer data to support any reported issues/product defects
  • Evaluate and provide feedback on future technologies and new releases/upgrades
  • Partner with Engineering personnel to prioritize and raising issues as necessary
  • Share standard methodologies with team members to enhance the quality and efficiency of customer support and supply articles to our knowledge base
  • Translate business needs into product requirements and work with product management to add enhancements
  • Provide developer support to partners and vendors

What you need to succeed

  • BA/BS Degree in a related discipline or equivalent experience.
  • 3-5 plus years’ experience in software services preferably in, Development
  • Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
  • Provide business and technical solutions to help customers optimize use of solution. Excellent Organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
  • Experience with enterprise software solutions; ideally Marketing Automation, RPM, CRM, RPM, or enterprise applications in a SaaS environment. Adobe Marketo Engage experience preferred.
  • Knowledge & hands-on experience with programming and scripting languages, web services, web development, relational databases a plus
  • Demonstrable experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP)

At Adobe, our people are immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely.

Want to make an impact? Adobe's the place for you! Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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Changing the world through digital experiences