Technical Support Engineer

Our Company: At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most. We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us. and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability.

We Are All Game: Provides technical support to technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature.

You Are Good At: Provide technical support and product guidance to customers, partners, and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the cycle. Pro-actively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts. Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality. Build and maintain strong working relationships with other teams that support customer needs and business goals.

• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
• Educating customers on specific product functionality required to resolve their issues.
• Writing and presenting internal\informal courses on troubleshooting areas of product functionality.
• Creating solution entries as required
• Working cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.
• Timely communication with customers concerning status of open support issues
• Troubleshooting issues related to 3rd party software applications

What You Need To Succeed: Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members

• Technical Support for T2/T3 issues for Adobe Captivate Prime LMS
• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Deliver First Call Resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned product.
• Articulate the issue’s business impact; and manage resolution appropriately
• Provide a professional & competent standard of phone and online support (chat/email) for Microsoft customers.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Accurately document all customer interactions in a case tracking database. Content to be logged in full written English
• Call back customers waiting for follow-up in the agreed timeframe.
• Manage all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
• Demonstrate understanding of escalation handling procedures
• Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials
• Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions
• Forward any issues/escalations to next level of support for further resolution
• Skills:
• Technical degree; with about 4-8 years’ experience in this or similar capacity.
• Proven ability to research complex technical issues
• Proven experience in a customer facing or support environment.
• Excellent Trouble shooting skills (especially LMS related)
• Strong working knowledge of one or more of the following platforms: Windows, MAC OS
• Intermediate knowledge AICC/SCORM will be an advantage
• Ability to work flexible hours on a rotational basis to provide support coverage (24*7)
• Product Specific Skills and Experience. Knowledge of LMS is an added advantage.
• Strong fault-finding methodologies and practices in software integration in multi‐platform systems
• Experience working in a team environment, managing a diverse workload
• Ability to remain calm, have a flexible attitude and to work with minimum supervision.
• Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations

Note: Shift Timing - APAC/EMEA/US Shifts (24x7 rotational) Internal Opportunities Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

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At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accomodations@adobe.com . 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.

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