Technical Support Engineer

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! 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.

About the Technical Support Engineer Role

This role provides technical support to technicians and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex software, or networked and/or wireless systems. You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Responsibilities include reporting design, reliability, and maintenance problems or bugs to design engineering/software engineering, and providing support to customers/users where the product is highly technical or sophisticated in nature.

Key Responsibilities

• Provide technical support and product guidance to customers, partners, and others involved in developing campaigns and marketing channel communications on our platform.
• Pro-actively develop and nurture good working relationships with developers and users at customer sites to ensure their success with our product.
• Effectively research, record, and maintain ongoing knowledge of best practices for product usage across all functionalities.
• Build and maintain strong working relationships with other teams supporting customer needs and business goals.
• Perform root cause analysis on customer issues to enhance product knowledge for both peers and customers.
• Thoroughly document all communication, troubleshooting, and activity on issues reported by customers.
• Educate customers on specific product functionality required to resolve their issues.
• Write and present internal/informal courses on troubleshooting areas of product functionality.
• Create solution entries as required.
• Work cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, and technical operations.
• Ensure timely communication with customers concerning the status of open support issues.
• Troubleshoot issues related to 3rd party software applications.

What You'll Be Doing

• Provide T2/T3 technical support for Adobe Captivate Prime LMS.
• Deliver First Call Resolution by handling customer requests and resolving technical and non-technical issues during the first contact for assigned products.
• Articulate the issue’s business impact and manage resolution appropriately.
• Provide professional and competent phone and online support (chat/email) for customers.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Communicate and articulate clearly with the customer (both verbally and in writing).
• Accurately document all customer interactions in a case tracking database, in full written English.
• Call back customers waiting for follow-up in the agreed timeframe.
• Manage all customer communication with appropriate etiquette, timeliness, and professionalism, working towards operational targets.
• Demonstrate understanding of escalation handling procedures.
• Resolve known customer issues using a knowledge base, direct product use, operating systems, user guides, and reference materials.
• Report top call generators, severe issues, new emerging trends, feature requests, and common how-to questions.
• Forward any issues/escalations to the next level of support for further resolution.
• Potentially work with other team members on special projects such as customer migrations, product testing, implementations, and follow-up training for customers and newer support team members.

What You Need To Succeed

• Technical degree with about 4-8 years’ experience in this or a similar capacity.
• Proven ability to research complex technical issues.
• Proven experience in a customer-facing or support environment.
• Excellent troubleshooting skills, especially LMS related.
• Strong working knowledge of one or more of the following platforms: Windows, MAC OS.
• Intermediate knowledge of AICC/SCORM will be an advantage.
• Ability to work flexible hours on a rotational basis to provide support coverage (24x7).
• Product-specific skills and experience, with knowledge of LMS being 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 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)

Key skills/competency

• Customer Support
• Technical Troubleshooting
• Root Cause Analysis
• Product Guidance
• Documentation
• LMS (Learning Management System)
• Windows OS
• MAC OS
• AICC/SCORM
• Software Integration