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!

The Opportunity

We are growing our US-based support team that provides successful and timely delivery of technical support to Adobe Digital Media customers! Customers range from small entities to Global Enterprise companies. Members of this team can rapidly diagnose problems, solve issues, replicate problems, evaluate trade-offs, and develop reliable solutions in a technical support role.

At Adobe, our technical support team members are vital in ensuring customer satisfaction. You will be responsible for addressing customer issues, offering expert advice, and adhering to standard processes. This includes receiving and evaluating inbound issues, diagnosing technical problems, and proposing effective solutions. Detailed documentation and tracking of all customer interactions will be required. Collaboration with various internal teams, including Sales, Engineering, Customer Success, and Professional Services, will be crucial in resolving complex issues that require a collaborative approach.

What you'll do

• Working from our office in Lehi, you will support Adobe Support Plan customers using Adobe Acrobat Sign through email, phone, chat, and web portals.
• As a Lead, Technical Support resource, apply advanced troubleshooting skills and root cause analysis to facilitate timely resolution of customer issues, often in fast-paced and intensified situations.
• Manage issues from initial contact to resolution, advancing critical support matters from customers to the suitable internal channel.
• Replicate and report bugs to the Engineering team and work with them to resolve customer issues as soon as possible.
• Collaborate with the product and engineering teams to exchange customer insights and improve our product according to customer experience and needs.
• Apply support/diagnostic tools and case management systems effectively, use/update knowledge base articles, and communicate efficiently through case documentation.
• As required, participate in off-hours support activities including a rotational on-call schedule.
• Achieve performance targets including timely case status updates, resolution time, open case aging, case quality, and customer happiness.
• Find opportunities to streamline support processes and improve efficiency, contributing to the overall improvement of the support team's performance.
• Partner closely with marketing, sales, and customer success teams to ensure a harmonious approach to customer support and happiness.

What you need to succeed

• Bachelor's degree in Computer Science, Information Technology Engineering, or a related field.
• 3-5 years of experience in a technical support or engineering position.
• Highly technology literate, with knowledge of complex network, browser, and software systems, and excellent and proven knowledge applicable to Adobe's products and technologies.
• Basic knowledge of Windows, Windows Server, and macOS operating systems including deployment methods.
• Basic understanding of supporting SAAS products.
• Basic knowledge of Salesforce, Microsoft Dynamics, Microsoft SharePoint, and APIs.
• Technical knowledge of virtualization technologies, networks and permissions, digital certifications, and XML schemas.
• Outstanding customer presence and exceptional verbal and written communication skills with an ability to influence others and gain acceptance for ideas, sometimes in sensitive situations.
• Proficient in adapting to a fast-paced, matrix-managed, distributed environment, performing effectively on multiple priorities, while delivering timely resolutions in a demanding work environment.

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $71,600 -- $142,700 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

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 [email protected] 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.