Support Engineer

Alert IT Solutions

Springfield, IL

Key Responsibilities

Provide Level 2 and Level 3 technical support for Adobe Experience Cloud solutions.
Troubleshoot and resolve application, integration, configuration, and performance-related issues.
Monitor system health, platform availability, and operational performance.
Investigate incidents, perform root cause analysis, and implement corrective actions.
Support Adobe platform deployments, upgrades, patches, and release activities.
Manage support tickets and service requests in accordance with SLA commitments.
Collaborate with implementation teams during production rollouts and hypercare support periods.
Assist clients with user access management, authentication, security configurations, and system administration activities.
Provide technical guidance and best-practice recommendations to customers.
Work with Adobe support and third-party vendors to resolve complex technical issues.
Develop and maintain knowledge base articles, troubleshooting guides, and operational documentation.
Participate in on-call support rotations and critical incident management processes.
Identify opportunities to improve system reliability, performance, and operational efficiency.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
4+ years of experience in Application Support, Production Support, Technical Support, or Operations roles.
2+ years of hands-on experience supporting Adobe Experience Cloud products.
Strong troubleshooting, analytical, and diagnostic skills.
Experience working in SLA-driven support environments.
Excellent verbal and written communication skills.
Ability to work independently and in cross-functional teams.

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Vacancy posted 1 day ago

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