Senior Technical Support Engineer

Adobe is hiring a Senior Technical Support Engineer in India.

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.

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.

Skills

• 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.

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 t