This role encompasses the core responsibilities of anticipating and preventing potential issues, proactively identifying and mitigating risks, and ensuring a seamless customer experience.
About the Job
We are seeking a forward-thinking Technical Support Engineer to join our team. The primary objective is to manage technical issues and ensure customers' long-term success.
The successful candidate will be responsible for:
* Investigating and resolving complex technical issues across Adobe products, particularly for enterprise customers.
* Taking ownership of critical support cases advanced from frontline teams and ensuring timely, professional resolution.
* Communicating effectively with internal teams (Engineering, Product, Support Operations) to drive issue resolution.
* Reading and interpreting system logs to identify root causes and guide fixing paths.
* Ensuring customer communication remains clear, timely, and empathetic throughout the blocking issue lifecycle.
* Contributing to support readiness by documenting findings, updating knowledge base articles, and sharing standard methodologies.
* Participating in case reviews, feedback sessions, and continuous improvement initiatives.
The ideal candidate should have:
* Fluency in German and English (both written and spoken).
* 3+ years of experience in technical support, ideally in SaaS or enterprise environments.
* Strong analytical skills, with experience in handling login/access issues, configuration problems, account-based errors, knowledge of SSO, Adobe Creative Cloud and Adobe Document Cloud.
* Ability to read and analyze log files and technical output.
* Superb communication skills with both technical and non-technical collaborators.
* Demonstrated capability in handling time-sensitive blocking issues with composure and clarity.
* Knowledge of installer/deployment technologies.
* Diligent with strong documentation and follow-up practices.
* Proficiency in MacOS and Windows Operating Systems.
* Ability to diagnose technical issues within Adobe environments is a plus.
Benefits and Qualifications
We strive to provide a supportive work environment that fosters growth and development. If you possess the necessary skills and qualifications, we encourage you to apply.
Technical Skills: Data Analysis, Data research, Digital literacy, Creative Cloud applications, Data Management, API knowledge, Personalization.