Adobe Systems Incorporated Los Angeles , CA 90009
Systems / Technical Support Engineer
Trusted by more than 240,000 businesses worldwide, Magento Commerce is the leading provider of open omnichannel innovation to retailers, brands and branded manufacturers across retail B2C and B2B industries. In addition to its flagship open source eCommerce platform, Magento Commerce boasts a strong portfolio of cloud-based omnichannel solutions empowering merchants to successfully integrate digital and physical shopping experiences. With over $50B in gross merchandise volume transacted on the platform, Magento Commerce is the dominant provider to the Internet Retailer Top 1000, counting more than double the clients to the next closest competitor, and to the Internet Retailer Hot 100. Magento Commerce is supported by a vast global network of solution and technology partners, a highly active global developer community and the largest eCommerce marketplace for extensions available for download on the Magento Marketplace.
Magento is looking for a customer focused and service-minded individual to join our global Customer Support team. The primary responsibility of this role is to provide technical assistance to our Merchants and Partners to resolve issues pertaining to our Magento Enterprise Edition eCommerce software platform. The Technical Support Engineer will address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. In addition, the Incumbent will carry out projects as assigned and work cross-functionally with other departments in providing our customers with a world class support experience.
Effectively handle, manage and resolve technical issues that come in to our technical support center via phone, email and support portal
Collaborate across teams to identify root cause for technical issues
Escalate issues to engineering as required with thorough details and documentation
Own and drive technical issues through to resolution
Proficient with technical problem solving methodologies
Ability to adapt and change in a fast paced environment
Ability to effectively communicate technical details to all audiences
Excellent communication and interpersonal skills
Strong organizational and time management skills
Strong customer facing skills
On-call rotation and work off hours as required
Intermediate to Extensive experience with programming/scripting of various kinds. PHP, Node.js, Perl, Java and Python applications
Understanding of web technologies; Apache, NGINX, Redis, Memcached
Some experience with IaaS solutions, such as AWS, Microsoft Azure
Ability to do the job in exquisite written and spoken English
Deep understanding of complete, modern hosting stacks
Experience or familiarity with CDNs
Knowledge of DNS
Understanding of SSL certificates and encryption
Ability to use Git
Knowledge of Magento eCommerce, or any other eCommerce Platforms
Relational database skills, Familiarity with MySQL and database queries
Familiarity with using a ticketing and tech support platforms such as Zendesk, Freshdesk and Salesforce
Any level of software QA experience or exposure
WORKING FOR MAGENTO
Working at Magento means becoming part of one of the fastest growing commerce solutions companies on the planet. More than 240,000 merchants rely on us to fuel their growth.
A career at Magento puts you on the cutting-edge of the commerce industry and offers many opportunities for advancement. And, as a part of our family of products and services, you'll also gain valuable exposure to a wealth of commerce knowledge, experience, a global customer and employee base, and world-class resources.
We're always looking for talented people who want to help shape the future of commerce, and who believe in the power of collaboration
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 employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.