Senior Customer Success Engineer in Bucuresti

Our CompanyChanging 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!The OpportunityAdobe Experience Platform is looking for a Customer Success Engineer tohandle support inquiries and critical issues from Enterprise customers. You will work closely and effectively with local and global engineering teams to provide best-in-class customer support and retention across Adobe’s Digital Marketing products. You will also work proactively with multiple functional teams in identifying and resolving product, system and/or process related issues. Adobe Experience Platform is the Adobe solution that helps customers to centralize and standardize their customer data and content across the enterprise powering 360-degree customer profiles, enabling data science and data governance to drive real-time personalized experiences. With Experience Platform, enterprises will be able to apply completely coordinated marketing and analytics solutions for driving meaningful customer interactions. Our engineering team is responsible for building the Adobe Experience Platform. We help thousands of customers collect, manage and synthesize petabytes of data with high fidelity and velocity. We help them make sense of that data, glean insights and run algorithms, so they can deliver fabulous experiences in real-time, every time. If building new secure micro-services in the cloud based on open-source technologies at large-scale is something you’re into, let’s share some thoughts,we’d like to meet! What you’ll doTroubleshoot and resolve issues reported by the customersTroubleshoot/qualify cases and customer escalations, and directly work with global teams ( Customer Experience, Engineering, Product) for prompt resolution.Partner with multi-functional experts (Product Management, Engineering, etc.) to determine customer focused solutions.Responsible for reproducing/confirming reported issuesFind the root cause of the issue and propose possible fixes/workaroundsWork closely with the engineering team in debugging complex issuesGet familiar with the codebase and technologies used in the projectImplement tools to help on issues/integration investigationsResearch and develop solutions to new or unknown issuesCome with process improvements for better response time to the ticketsAccurately records and maintains customer reported issuesProvide statistics and come with recommendations to improve the current processParticipate in live debugging sessions with the customersEnsure customer satisfaction is attainedWhat you need to succeedBachelor’s degree or equivalent experience in business management or relevant fieldPassion to deliver customer service excellence.Experience designing and developing web, mobile and API basedapplicationsCritical thinking and effective problem resolution skills to handle customer critical issues.Ability to comprehend Customer issues and resolve them without difficulty.Excellent problem-solving skills and ability to work independentlyStrong ability to identify, research and quantify reported problemsProven ability to diagnose and troubleshoot complex implementation issuesDemonstrated exceptional customer skills from previous employmentExcellent communication skills, both written and verbalAmbitious, team-oriented, very responsible, and focused on exceeding client expectationsSelf-managed, responsive, and dedicated to client successSpecial Consideration Given ForExperience using digital marketing productsSoftware development experience with RESTful web servicesExperience with SQL and database managementKnowledge of using monitoring and log management tools such as Splunk, New Relic, GrafanaExperience with mobile development lifecycle. Experience with OTT developmentAt Adobe, you will be immersed in an exceptional 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 unique Check-In approach where ongoing feedback flows freely.If you’re looking 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 gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.