Application Support Engineer

Job Summary:

The Senior Software Engineer II serves as an advanced technical support and application platform owner responsible for the stability, reliability, and daytoday operation of enterprise software. This role provides expertlevel troubleshooting and escalation support for complex and highimpact issues across desktop and cloudbased environments.

The position has primary ownership for advanced support of Adobe Creative Cloud and Adobe Document Cloud applications, along with other desktop technologies. The role requires platform and cloud expertise to diagnose issues, perform root cause analysis, implement longterm fixes, and support automation and modernization efforts. The Senior Software Engineer II partners closely with systems management, security, and engineering teams to ensure consistent, secure, and reliable enterprise application services.

Key Responsibilities:

• Architect, design, and evolve scalable, resilient, cloudnative solutions that meet enterprise functional, performance, security, and compliance requirements
• Serve as the technical owner and advanced support lead for assigned enterprise desktop and cloud application platforms, including Adobe Creative Cloud and Adobe Document Cloud
• Design, implement, integrate, and support Adobe enterprise environments across their full application lifecycle, including intake, configuration, upgrades, patching, and retirement
• Provide expertlevel troubleshooting, escalation management, and root cause analysis for complex, highimpact platform and application issues, ensuring performance, reliability, and a positive enduser experience
• Apply advanced cloud and systems engineering expertise to improve platform scalability, reliability, automation, and operational efficiency
• Build and integrate automated workflows and enterpriseapproved AI capabilities to streamline engineering processes and reduce manual effort
• Ensure application platforms align with enterprise security, risk, and compliance standards, including vulnerability remediation
• Utilize ServiceNow to manage incidents, requests, changes, and problem records in accordance with ITSM best practices
• Collaborate with security, systems management, ITAM, support teams, and vendors to develop roadmap and deliver stable, wellsupported enterprise solutions
• Evaluate emerging trends in cloud architecture, automation, and AI to inform solution design and drive strategic innovation
• Develop and maintain technical documentation, including architecture diagrams, operational runbooks, and troubleshooting guides

Required Qualifications:

• 6+ years of experience implementing and supporting software, systems, or platform engineering within enterprise environments
• Proven experience building, supporting, and operating productiongrade application platforms
• Advanced experience providing Level 3 support, including complex troubleshooting, root cause analysis, and longterm remediation
• Strong expertise in enterprise desktop application installation, configuration, and troubleshooting, including Windows registry and platform internals
• Handson experience supporting cloudbased application services
• Demonstrated AI user skills, including leveraging AI tools for research, analysis, and streamlining daily workflows
• Strong analytical and problemsolving skills, with the ability to independently own complex technical issues
• Customer-focused attitude with a commitment to providing high-quality support. Advanced understanding of desktop application installation, configuration, and troubleshooting

Preferred Skills:

• Experience implementing and supporting Adobe Creative Cloud and Adobe Document Cloud technologies in an enterprise environment.
• Experience supporting Microsoft M365
• Advanced knowledge of cloud technologies and cloudbased platform solutions
• Experience with product lifecycle management (PLM) concepts
• Experience with network protocols and troubleshooting
• Familiarity with enterprise security and vulnerability management practices
• Experience working in large, complex enterprise environments