Asia Pacific Enterprise Support Engineer

Position Summary:

As a member of our Asia Pacific Enterprise & Developer Customer Care organization, you will provide technical support services on a wide range of Adobe server technologies servicing mission-critical, e-business solutions. Your responsibilities include providing first-line and second-line support to customers and partners. They include activities such as handling phone and web incidents, customer and case documentation in our CRM, troubleshooting and isolating technical problems, finding resolution and workarounds, escalating potential product bugs and testing their fixes to our North American escalations team. You may need to reproduce client environments, reproduce problems or go onsite to assist with resolution of issues related to system integration, performance optimization, security and product upgrade. You also will assist the Customer Care management team in managing our enterprise support partners. Some travel may be part of your responsibilities.

Knowledge & Skills:

You have the ability to work in a fast-paced environment where you can adjust efficiently to changing priorities. You have strong troubleshooting and analytical skills to determine the root cause of issues and identify valid solutions. You are sensitive to the financial, technical and other areas of risks related to your recommendations. You are focused and detailed oriented but you know when to seek help from others. You have excellent verbal and written communication skills to detail problems in both technical and business terms. You are diligent when making a decision and you can easily justify your actions. You know how to adjust your communication approach based on the message and audience you are delivering to. You strive to identify areas of improvements and work proactively to minimize issues. You are accessible, approachable and involved in your work environment. You are a self-learner and like to be challenged technically. You have experience working with customers in Asia Pacific and are familiar with business etiquette and practices in Asia Pacific countries.

You have at least five years experience in the software industry, working in a technical team where you developed your skills while performing various functions such as: being a subject-matter-expert in developing solutions, testing solutions, resolving technical issues; building technical environments, communicating with customers (both orally and in writing), setting and managing customer expectations; working efficiently in a matrix environment where you had to assume various roles and engage with various levels of management.

You have a Bachelor of Computer Science or Engineering or equivalent work experience.

Work experience in the following is a requirement:

• Technical knowledge of JSP’s, Servlets, Java Script, Java, .NET, XSLT and XML schemas
• Technical knowledge of J2EE application servers (Websphere, JBOSS, Web Logic)
• Technical knowledge of UNIX (AIX, LINUX, HP-UX, OS/400)
• Technical knowledge of Networking (TCP/IP, various Network)

Knowledge of Documentum Webtop, Filenet, or IBM Content Manager is a definite asset.

Fluency in Korean and/or Mandarin is a plus.

Occasional travel to customer sites may be required.

Carrying a cell phone/pager and providing 24/7 emergency support may be required.

Position is based in Sydney, Australia serving customers in Australia, New Zealand, Singapore, Hong Kong, Korea, China, and Taiwan.

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I’m not really stirring things up but I thought I would announce my new position with Macromedia. On the 3rd of October I started as Senior Product Support Engineer for Macromedia Asia Pacific. I will be providing product support for Flex and Flash Communication Server throughout the Asia Pacific region.

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