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Flash Media Server/Coldfusion/Flex Job at Adobe - Ottawa Canada
Author: Jamie Simpson
Short Link: http://www.houseoffusion.com/groups/cf-jobs/thread.cfm/threadid:5208#6574
The Role:
As a key member of our Technical Support Team in Ottawa, you will provide
in-depth technical support services to new and existing Adobe Customers and
Partners for the Flash Media Server for the Americas Region. Recognizing that
your customers are experiencing an interruption in their work, you will partner
with the customer to provide top-tier support to quickly and efficiently resolve
their technical issues allowing them to get back to work. You will take care of
the customer: maintaining ownership, offering expert advice and presenting
opportunity as appropriate.
Specifically, the role encompasses inbound issue reception, triage and analysis;
technical issue diagnosis and resolution identification; documentation, tracking
and recording of all issues and interactions; partnership with WW Escalations
team to address complex issues to which no immediate solution is available.
With all of the above in mind, you will have a demonstrated track record of
providing Technical Support services in a similar environment to Adobe.
Main Duties and Responsibilities:
• Provision of Technical Support and issue resolution services to Adobe’s vendor
teams and/or directly to key Enterprise customers, leveraging appropriate
internal and external resources to bring cases to closure.
• Responsible for following established processes and policies in all customer
interactions and escalations
• Accountable for personal achievement against performance targets including case
resolution and turnaround time, open case ageing, first contact resolution rate,
and case quality and customer satisfaction
• Participation in Business Intelligence processes including taking an active
role in Knowledgebase document creation, incident case notes logging and
recording, bug logging etc.
• Responsible for ongoing knowledge and skills development and also for
identifying developmental needs and addressing knowledge gaps
Skills and Characteristics:
• Technically educated to degree level with a minimum of 3 years experience in
this or similar capacity.
• Highly computer literate with excellent and demonstrable knowledge of
technologies applicable to area of product coverage (see below)
• Dependable, confident, tenacious, but also able to follow the chain of command
and adhere to established practices and policies.
• Excellent inter-personal skills and the ability to communicate clearly at all
levels; bright and enthusiastic with an outgoing personality.
• Excellent oral and written communication skills with an ability to influence
others and gain acceptance for your ideas, sometimes in sensitive situations
• Ability to remain calm, have a flexible attitude and to work with minimum
supervision.
• Able to prioritize tasks and manage time effectively.
• Predisposition to innovative thinking.
• Natural inclination to champion customer needs and willingness to advocate on
the customers behalf to other groups and departments
• Some travel within continental North America may be a requirement of this
position.
• Ability to work flexible hours on a rotational basis to provide 5 day support
coverage between the hours of 7am to 8pm Eastern time.
Channels of Communication:
• Daily liaison with the Technical Support Manager
• Daily communication with peers from with the Technical Support and Customer
Services organizations.
• Frequent communication with Regional Critical Situations Manager and Adobe’s
team of Regional Technical Account Managers
• Frequent communication with members of Adobe’s Field Sales teams
• Frequent communication with customers at all levels
Product Specific Skills and Experience
• Strong fault finding methodologies and practices in software integration in
multi-platform systems
• Proven ability to research complex technical issues
• Proven experience in a customer facing or support environment.
• Knowledge of Flash Media Server and/or Actionscript 3.0 programming knowledge
• Knowledge of Flash CS3 authoring environment.
• Knowledge or the Flash Media Encoder, or similar streaming video technologies
• In-depth knowledge of server side networking and security including but not
limited to, TCP/IP, Loadbalancing, Clustering, RTMP, RTMPT, RTMPTS, and Network
deployment architecture
• Good experience of one or more of the following: J2EE, Application Servers
(WebSphere,Weblogic), JavaScript, Actionscript, XML, PDF, SOAP.
• Some knowledge in a structured programming language e.g. Perl Scripting, C,
C++, VB
• Strong working knowledge of one or more of the following platforms: Windows,
Solaris, AIX, Linux, MAC OS
• Previous database experience in SQL / Oracle / DB2
• In-depth knowledge of Coldfusion would be considered an asset
• In-depth knowledge of Flex would be considered an asset
The successful candidate will have the opportunity to learn and support
Coldfusion and Flex in addition to FMS. We will also consider candidates who
have a strong background in either Coldfusion or Flex, who may not have all of
the requirements for FMS.
Adobe believes personal fulfillment and company success go hand in hand,
sustaining one another. In fact, our dynamic, rewarding working environment is
well known – including seven consecutive years on FORTUNE magazine’s "100 Best
Companies to Work For" and other, similar accolades. By hiring the very best and
brightest, Adobe continues to be a simply better place to work – creating a
dynamic environment today and providing incentives for future achievement.
Adobe is an equal opportunity/affirmative action employer. We welcome and
encourage diversity in the workplace.
To apply, please send your resume with a brief cover letter describing why you
feel you are qualified for this position to Ami Neilan @ aneilan@adobe.com
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