Senior Technical Support Engineer

Position: Sr Technical Support Engineer

Adobe – An Award-Winning Employer
Adobe believes in hiring the very best and that’s why our dynamic working environment has received awards throughout the globe. Recognizing that employees are at the core of our success, Adobe recruits and retains highly qualified and motivated individuals, creates an environment where they can innovate and achieve their best, and rewards them for their performance by giving them an opportunity to share in the company’s success.

Experience A Day in the Life at Adobe.

Position Summary:
As a Subject Matter Expert (SME) your role is pivotal in ensuring utmost customer satisfaction and success. This involves adeptly diagnosing and resolving customer issues through effective troubleshooting methodologies. Furthermore, you will guide customers through the resolution process, offering clear step-by-step instructions and demonstrations as required, ensuring their comprehension and ability to implement solutions effectively. Your dedication to customer care is exemplified by your commitment to owning issues, furnishing expert guidance, and capitalizing on opportunities wherever feasible. Specifically, your duties entail receiving inbound issues, conducting thorough triage and analysis, diagnosing technical challenges, and efficiently resolving them. Additionally, you will meticulously document, track, and record all customer interactions and issues, fostering transparency and accountability.

Responsibilities:
• Provision of Technical Support and issue resolution services to Adobe's 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 customers’ 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 Knowledge base document creation, incident case notes logging and recording, bug logging etc.
• Responsible for ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps.
Requirements
Skills and Characteristics:
• Technically educated to degree level with a minimum of 4 years’ experience in this or similar capacity.
• The ability to analyze customer issues, identify root causes, and provide timely and accurate solutions.
• Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (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 priorities 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.
• Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.
Knowledge & Technical Skills Required:
• Deep understanding of Windows operating systems. Mac OS knowledge desired.
• Experience using Adobe CC products from Firefly, /Image /Design or DVA family.
• ACP in any of the CC products would be added advantage.
• Should have advance level understanding on network proxies and deployment tools.
• In-depth knowledge of any one or two of the Adobe CC apps and an understanding of product specific troubleshooting based on various issue scenarios.
• Independent, self-motivated work and learning style, focused on staying current with emerging technologies.

Adobe Overview
Adobe (NASDAQ: ADBE) is changing the world through digital experiences. Through our customers, we power digital content and apps—websites, ads, video games, magazines, movies and images—across every screen. We focus on two market categories where content is critical: Digital Media and Digital Marketing. Producing and publishing the world’s most compelling content is the heart of our Digital Media business, and optimizing investments in that content is the basis of our Digital Marketing business. No other company helps manage the entire lifecycle of content like we do. And, no matter what your role at Adobe, you’ll play a part in shaping the future of digital experiences. Join our team!
 

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015. 

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.