Developer Support Engineer - Adobe Express and Creative Cloud Developer Platform

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!

Join our Developer Experience team as a Developer Support Engineer and play a pivotal role in empowering developers to unlock the full potential of the Adobe Express and Creative Cloud developer platform. This position combines technical expertise with a strong focus on developer experience to deliver outstanding technical support to our developers. As a key member of our team, you will help external developers seamlessly integrate with our platform to build innovative digital experiences.

What you’ll do

• Facilitate developers to effectively integrate and extend the Adobe Express and Creative Cloud developer platform.

• Troubleshoot and resolve complex issues related to APIs and SDKs, integrations, and custom configurations.

• Actively participate in community forums, addressing technical challenges and elevating issues according to customer SLAs to ensure a smooth developer experience.

• Refine and scale our support processes by identifying areas for improvement and implementing changes to increase the efficiency and effectiveness of the service we provide to our developers.

• Identify patterns and common issues, record them, and share insights with the broader team to scale support and prevent repetitive problems for developers.

• Establish expectations by providing clear timelines for issue resolution and offering updates when necessary.

• Provide clear and concise documentation and mentorship to developers, ensuring they can successfully and efficiently implement our tools.

• Monitor and analyze support metrics to identify trends and opportunities for improvement.

• Effectively communicate complex technical information in an easy-to-understand and straightforward way.

• Collaborate with various teams across different time zones and countries to effectively resolve issues.

Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent work experience

• 8+ years of experience in a technical support or developer support role with a focus on APIs, SDKs, and web technologies

• Strong understanding of JavaScript, web concepts, and software development methodologies, and capable of writing and testing code snippets effectively

• Experience handling support tickets, prioritizing issues, and escalating them as necessary

• Outstanding problem-solving skills with a capacity to think critically and break down complex problems into manageable steps

• Exceptional attention to detail, with a keen interest in identifying patterns and creating processes to prevent recurring issues

• Excellent communication skills, both written and verbal, including the ability to explain complex concepts in a clear, concise manner to effectively assist developers

• Ability to rigorously prioritize tasks and manage time efficiently in a fast-paced environment

• Collaborative spirit and the determination to drive issues to resolution with a positive and proactive approach

• Strong sense of customer empathy and a passion for delivering exceptional service and support to developers

• Familiarity with Adobe Creative Cloud products is a plus

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.