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Adobe Commerce Technical Support Engineer

Company: Russell Tobin & Associates
Location: Austin
Posted on: January 12, 2021

Job Description:

Job Title : Technical Support EngineerLocation : Austin, TX 78751Duration: 12 Months Job Description:The Technical Support Engineer will provide support for the global Adobe Commerce Cloud customer base. Key elements of the role involve handling technical application and infrastructure issues and ensuring our customers are set-up for success. You will take ownership of high priority customer issues while working with the extended Adobe Support and Engineering teams. Team members will be required to thoroughly solve and document customer cases to ensure effective problem and preventative case management. The objective of this group is to create memorable customer experiences for our customers resulting in them being wildly successful using our products.What you'll do:--- First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.--- Customer advocate and represent their needs with internal product and engineering teams.--- Provide timely response/resolution to technical, product and cloud infrastructure inquires.--- Provides resolutions within established Service Level Agreement Guidelines.--- Trouble-shoot/qualify cases before advancing it to engineering.--- Answer questions regarding product functionality and usage.--- Work high priority technical incidents and critical outages.--- Product content creation (KB articles, whitepapers, forum participation).--- Provide knowledge transfer sessions to help reduce critical issues into Adobe.What You Need To Succeed* 5+ years of experience in an enterprise software or cloud support environment.* Understanding of modern web technologies and relationships between them * Linux, Apache, MySQL, PHP, NGINX, Redis, DNS, CDN and SSL.* Experience troubleshooting web application and performance issues. * Ability to analyze/extrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in depth reviews.* Strong knowledge of the Linux command line.* Relational database skills: Familiarity with MySQL and database queries.* Familiarity with programming/scripting languages such as PHP, Node.js, Perl, Java and Python.* Familiarity of Magento Commerce, or any other eCommerce Platforms (Support, Site Development or QA role).* Strong organizational and time management skills including multi-tasking and prioritizing job duties.* Proficient in technical problem-solving methodologies.* Ability to adapt and change in a dynamic environment.* Excellent (oral and written) communication skills in English. * Available for on-call rotation, work off hours, holiday and weekend hours as required.

Keywords: Russell Tobin & Associates, Austin , Adobe Commerce Technical Support Engineer, Other , Austin, Texas

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