Developer Relations Support Engineer

Job Description

As a key member of our team, you will help external developers seamlessly integrate with our platform to build innovative digital experiences.

• Collaborate closely with developers and partners to troubleshoot issues by replicating problems, reviewing and creating code snippets, and providing clear, actionable solutions.
• Diagnose and resolve complex issues involving APIs, integrations, and custom configurations within the Adobe Express platform.
• Establish expectations by providing clear timelines for issue resolution and offering updates when necessary.
• Effectively communicate complex technical information in an easy-to-understand and straightforward way.
• Actively participate in community forums, addressing technical challenges and elevating issues according to customer SLAs to ensure a smooth developer experience.
• Refine and scale our support processes by identifying areas for improvement and implementing changes to increase the efficiency and effectiveness of the service we provide to our developers.
• Identify patterns and common issues, record them, and share insights with the broader team to scale support and prevent repetitive problems for developers.
• Provide clear and concise documentation and mentorship to developers, ensuring they can successfully and efficiently implement our tools.
• Monitor and analyze support metrics to identify trends and opportunities for improvement.
• Collaborate with various teams across different time zones and countries to effectively resolve issues.

• 8+ years of experience is required at the minimum with a base location in Bangalore.
• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• Proven experience collaborating with external customers or developers to provide technical support, troubleshoot issues, and deliver effective solutions.
• Strong understanding of JavaScript, web concepts, and software development methodologies, and capable of writing and testing code snippets effectively.
• Outstanding problem-solving skills with a capacity to think critically and break down complex problems into manageable steps.
• Exceptional attention to detail, with a keen interest in identifying patterns and creating processes to prevent recurring issues.
• Excellent communication skills, both written and verbal, including the ability to explain complex concepts in a clear, concise manner to effectively assist developers.
• Ability to rigorously prioritize tasks and manage time efficiently in a fast-paced environment.
• Collaborative spirit and the determination to drive issues to resolution with a positive and proactive approach.
• Strong sense of customer empathy and a passion for delivering exceptional service and support to developers.
• Familiarity with Adobe Creative Cloud products is a plus.