COMPLETE Sr. Technical Support Engineer - Bangalore

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!

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 field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, 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. May be involved in customer installation and training. 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
• 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*5)
• 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!

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

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.

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.