Adobe

Senior Technical Support Engineer

Adobe

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

Tech Stack

ETLJavaJavaScript

About the role

  • Respond to customer inquiries with the Adobe Acrobat Sign product and technical issues
  • Escalate critical support issues from customers to the appropriate internal channel
  • Develops and manages stakeholder relations and communications
  • Responsible for following established processes and policies in all customers ‘interactions and escalations
  • Help report bugs to QA team and work with QA & Engineering teams to resolve customer issues
  • Takes end to end ownership of End User issues till resolution and follow up as mandated
  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions
  • Escalates complex problems to the Remote Support Engineering staff or Field Engineering

Requirements

  • 5+ years demonstrated professional experience in a technical support role
  • 1+ years’ experience in working on Adobe Acrobat Sign
  • Hands-on experience for Adobe Acrobat Sign product is desired
  • Exposure to Admin console for Adobe Acrobat Sign (Services)
  • Previous development/programming experience (Java, C#, JavaScript, HTML, XML, AJAX, REST full web services)
  • Knowledge of Salesforce API, Force application strongly desired
  • Hands-on experience on Salesforce, Microsoft SharePoint, Microsoft Dynamics strongly desired
  • A good understanding of enterprise application integration, including SOA, ESB, EAI, ETL environments
  • Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving technical issues
  • Exceptional written and verbal communication with excellent phone mannerism in the English language
  • Strong organizational skills with the ability to juggle multiple tasks and responsibilities
  • Able to work on own initiative and not just prescriptive guidelines
  • Flexible and willing to cover nonstandard business hours and holidays as needed
Benefits
  • Comprehensive benefits programs
  • 24x7 support coverage
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Adobe Acrobat SignJavaC#JavaScriptHTMLXMLAJAXRESTful web servicesSalesforce APIEnterprise application integration
Soft Skills
written communicationverbal communicationorganizational skillsproblem-solvinginitiativeflexibilitycustomer servicestakeholder relationsdiagnostic techniquesmultitasking