Support Engineer

Jobylon AB; Springfield (IL); On-site; USD 80,000 - 105,000; Full time

Job summary

Jobylon AB in the United States seeks an experienced Application Support engineer to provide Level 2/3 support for Adobe Experience Cloud, troubleshoot issues, and ensure platform reliability.

You will work with cross-functional teams to manage incidents, contribute to knowledge base, and participate in on-call rotations. Requires 4+ years in relevant roles and 2+ years with Adobe Experience Cloud.

Qualifications

• 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.

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.

Skills

Adobe Experience Cloud

Application support

Production support

Technical support

Operations

Troubleshooting

Communication

Education

Bachelor's degree in Computer Science/IT/Engineering

Job description

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.