Software Development Engineer 3

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!

Your role in our Customer engineering is crucial. As a Customer Engineer, you'll be the first point of contact for customers. You will dive into their tech issues and resolve their queries and tickets. In short, you'll be the problem-solving professional and product expert. You will also work closely with Customer Support, engineering & PM team for resolution of critical issues

Qualification:

• At least 5-6 year of customer support experience (experience in product/application/tech support preferred)
• Bachelor's degree in Information Technology, Computer Science, or related fields preferred
• Experience with ticketing platforms and similar tools like JIRA
• Proficiency in at least one programming language preferably Java

Key Responsibilities:

• Provide technical support to customers, triage the critical issues & assign the issues to relevant engineering teams
• Troubleshoot and resolve the queries/problems customers have with our products or services.
• Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to address customer concerns and escalate critical issues.
• Share customer feedback with the product team to make our products better.
• Keep customers updated about their issues and resolution status.
• Lead live troubleshooting sessions with customers for faster resolution.
• Ensure SLAs are honored and KPIs are met.
• Proactively identify and report cases that require escalation.
• Help improve documentation for internal and external use, including Help Center articles, FAQs, and troubleshooting guides
• Continuously capture and share customer feedback to identify trends, patterns, and areas for improvement.

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.