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 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 craft 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 building 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 Opportunity Adobe’s Commerce Named Support Engineers (NSE) support an assigned set of customers, as part of Adobe’s Premier service, to facilitate speedy resolution of live issues and to lead the support of their Commerce environments. NSEs coordinate with the Adobe Commerce extended support team to provide a superior level of customer support. As an NSE, you will conduct periodic service reviews tailored to meet the customers’ needs, including the review of active cases, addressing customers’ technical concerns and agreeing on action plans and priority across all deployed solutions. What you’ll do Use your technical knowledge to guide, coordinate and drive customers’ technical issues to resolution in collaboration with peer support/engineering/consulting teams Coordinate customer status calls and feedback on live issues Lead regular service reviews with assigned Adobe Commerce Premier customers Deliver pro-active and preventative deliverables and standard methodologies Pro-actively communicate upcoming releases and possible impact Guide customers through complex environment changes Provide onsite and production support Coordinate regular knowledge transfer sessions Identify opportunities to optimize deployment and services What you need to succeed Solid understanding and hands on support experience of web technologies (Linux, MySQL are essential - NGINX, Apache, Redis, PHP, Fastly desirable). Customer-facing experience in a live support setting (operations, consulting, account management) Experience working in complex enterprise IT environments Excellent written and verbal communication skills in English are essential, another language would be beneficial Very strong technical troubleshooting skills. Experience organizing, facilitating, and presenting customer calls and meetings Demonstrable proficiency in building customer/ partner relationships & confidence cross-functional collaboration strategic insight of operational decisions Familiarity with web-application security vulnerabilities and how to avoid them, such as understanding PCI compliance concepts Desirable Skills / Experience Enterprise software - WebSphere, Weblogic, JBoss, Oracle, Java, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies) Operational / support experience with an eCommerce product set Adobe Commerce implementation / support experience / certifications ITIL 4 Foundation At 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 and affirmative action 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, veteran status, or any other characteristics protected by law.