Maintenance & Support Specialist

Jobylon AB; Springfield (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

Jobylon AB in Springfield, IL is seeking a Maintenance & Support Specialist with expertise in Adobe Experience Cloud solutions to deliver ongoing maintenance and technical support for enterprise clients.

The role focuses on incident management, system monitoring, and continuous improvement, ensuring stability, performance, and reliability of Adobe platforms while maintaining excellent customer support and governance standards.

Qualifications

• 4–8 years of experience in Application Support, Production Support, Managed Services, Maintenance & Support, or Technical Operations roles.
• 2–4 years hands-on experience supporting Adobe Experience Cloud products.
• Experience supporting enterprise SaaS applications and customer-facing digital platforms.
• Proven experience working in Professional Services, Consulting, or Managed Services environments.
• Experience managing incidents, service requests, problem management, and change management processes.
• Prior experience supporting production environments with defined SLA commitments.

Responsibilities

• Provide Level 2 and Level 3 support for Adobe Experience Cloud solutions.
• Perform proactive monitoring, maintenance, and health checks of Adobe environments.
• Diagnose and resolve application, integration, and performance issues.
• Manage incidents, service requests, problem management, and root cause analysis.
• Support system upgrades, patches, releases, and platform enhancements.
• Ensure adherence to SLAs, operational procedures, and governance standards.
• Collaborate with Adobe support teams, architects, and implementation teams to resolve complex issues.
• Maintain system documentation, knowledge articles, and support runbooks.
• Monitor platform performance and recommend optimization opportunities.
• Support security updates, access management, and compliance requirements.
• Participate in on-call support and critical incident management activities.

Skills

Incident management

SLA adherence

Customer-facing communication

Tools

Adobe Experience Cloud

Job description

Position Summary

We are seeking a Maintenance & Support Specialist with expertise in Adobe Experience Cloud solutions and Professional Services delivery. The role is responsible for providing ongoing application maintenance, operational support, incident management, system monitoring, troubleshooting, and continuous improvement services for enterprise clients leveraging Adobe technologies.

The ideal candidate will ensure the stability, performance, and reliability of Adobe platforms while delivering an exceptional customer support experience and driving operational excellence.

Key Responsibilities

• Provide Level 2 and Level 3 support for Adobe Experience Cloud solutions.
• Perform proactive monitoring, maintenance, and health checks of Adobe environments.
• Diagnose and resolve application, integration, and performance issues.
• Manage incidents, service requests, problem management, and root cause analysis.
• Support system upgrades, patches, releases, and platform enhancements.
• Ensure adherence to SLAs, operational procedures, and governance standards.
• Collaborate with Adobe support teams, architects, and implementation teams to resolve complex issues.
• Maintain system documentation, knowledge articles, and support runbooks.
• Monitor platform performance and recommend optimization opportunities.
• Support security updates, access management, and compliance requirements.
• Participate in on-call support and critical incident management activities.

Required Qualifications

• 4-8 years of experience in Application Support, Production Support, Managed Services, Maintenance & Support, or Technical Operations roles.
• Minimum 2-4 years of hands‑on experience supporting Adobe Experience Cloud products.
• Experience supporting enterprise SaaS applications and customer‑facing digital platforms.
• Proven experience working in Professional Services, Consulting, or Managed Services environments.
• Experience managing incidents, service requests, problem management, and change management processes.
• Prior experience supporting production environments with defined SLA commitments.