Senior Technical Support Engineer for Government

The mission

Adobe delivers digital government solutions that put people first. Our software is used by government customers for digital transformation in their public facing engagement to citizens and business, to other agencies across government, to their employee intranets, and to mission environments that support our country. Our enterprise software and cloud services make, manage, and measure digital content in electronic documents and digital media, using forms, workflow, content management, analytics, information assurance, and collaboration technologies. We maintain a strong emphasis on security, with eight FedRAMP authorized government cloud solutions and the authority to operate in other government networks.

We’re a team that also understands that product innovation comes from people innovation, and that’s why we invest in finding and growing the best talent to support our customers.

The opportunity

The Senior Technical Support Engineer for Government provides Technical Support for the U.S. public sector Adobe customer base. Key elements of the role involve handling technical issues and ensuring our customers are set-up for success. You will field questions, log and work high priority issues for bugs and feature requests, meet with customers regularly virtually and in-person, and handle customer issues while working with the extended Adobe business units (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk, and help make Adobe products better for government customers.

What you’ll do

• First point of contact for customer concerns relating to technical issues/questions
• Advocate for our Customer’s and represent their needs with internal product and engineering teams
• Provide response/update/resolution to technical inquires within established Service Level Agreement guidelines
• Ensure you have an understanding of the Customer’s priorities and how technical issues are impacting their business and customer base
• Provides proactive Issue Status updates to required parties
• Trouble-shoot/qualify cases before advancing into Engineering
• Answer questions regarding product functionality and usage
• Solve implementation problems
• Product Content Creation (KB articles, whitepapers, forum participation)
• Provide Knowledge Transfer sessions to help reduce issues into Adobe
• Expand your understanding of Adobe products thru individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team

What you need to succeed

• An active TS/SCI U.S. Government Security clearance is required
• Geographically located for daily commuting to Tysons, Virginia
• Experience in customer care/customer support
• Windows/Linux server knowledge to include installation, administration, upgrading, and resolving issues
• Strong Technical knowledge of Java application servers and relational databases
• Strong organizational skills with attention to detail
• Advanced written and verbal communication skills
• Appreciation of government security controls and related IT requirements
• Bachelor’s degree or equivalent experience
• Experience with Adobe products desired, such as Adobe Experience Manager and PDF forms
• Experience with cloud deployments such as AWS & Azure also appreciated

Expected Pay Range:

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $97,300 -- $180,050 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. 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.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 accommodations@adobe.com or call +1 408-536-3015.

AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.