Technical Support Engineer

Overview

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Requirements:
Excellent communication skills (both verbal and written) with a proven ability to type at least 50 WPM.
Strong customer service skills with the patience and ability to handle challenging customer interactions.
Proven experience in troubleshooting software on Windows and/or Mac operating systems.
Experience working in a collaborative team environment, managing a diverse workload flawlessly.
Training skills to help develop and support team members.
A full-time graduate degree.
Cultural awareness and conversational English skills to support global customers.
Proficient knowledge of Windows, Mac OS, and general desktop support issues and configurations.
Troubleshooting skills using diagnostic tools like Msconfig, Task Manager, Event Viewer. Understanding networking technologies and basic internet connectivity.
General cultural awareness to effectively support customers from different regions.
Ability to apply professional concepts and company policies to resolve a variety of issues.
Capability to derive business intelligence from customer dashboards and product utilization metrics, enabling targeted client communications.
General knowledge of Adobe Digital Media Experience (DME) products, with advanced knowledge of at least one product being a plus.

Key Responsibilities:
Deliver first-time resolution by handling customer requests and resolving technical and non-technical issues effectively during the first contact for assigned products via voice and chat channels.
Address technical support issues for Adobe Digital Imaging products, including Photoshop, Lightroom, Bridge, Camera Raw, Dimension, and Substance 3D.
Provide a world-class standard of online support for global customers.
Effectively communicate product value to customers and support conversions to drive adoption and revenue growth.
Accurately detail all customer interactions in a case tracking database.
Communicate clearly and professionally with customers, both verbally and in writing.
Follow up on interactions promptly and demonstrate ownership in resolving issues in a timely manner.
Assess customer sentiment during communication and advance issues appropriately, involving a supervisor if necessary.
Understand and follow procedures for handling blocking issues.
Grasp the business impact of issues and report top call generators, severe issues, emerging trends, feature requests, and common how-to questions.
Forward unresolved issues to the next level of support for further resolution.
Understand and support the resolution of top issues detailed by Support Product Managers.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com 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 (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.