Developer 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!

Adobe is looking for a Senior Technical Support Engineer to join our Adobe Developer Support team. The candidate will be responsible for the successful and timely delivery of support for customers and 3rd party developers using APIs which fall under Adobe’s Digital Media organisation, such as Firefly, PDF, User Management services and desktop product extensibility.

The successful applicant will work directly with customers and Adobe engineering teams. This position requires the ability to rapidly diagnose problems, evaluate trade-offs and develop reliable solutions. Applicants must be able to read, write, and communicate in English.

What you'll do
• Respond to inquiries on technical issues from a global customer base
• Report bugs and work with the QA & Engineering teams to resolve customer issues as soon as possible
• Escalate critical support issues from customers to the appropriate internal channel
• Verify that the issues have been resolved prior to communicating to the customer
• Assist in communicating to customers about issues impacting their service
• Follow internal processes to streamline and scale support work
• Review incidents to determine steps to anticipate, prevent, or mitigate the customer's challenges

• Be fulfilled by solving problems for others and enjoy providing excellent customer service
  • Play a key role in growing and improving our culture of great customer service
  
  What you need to succeed
  • Bachelor's degree in Computer Science, Software Engineering or equivalent work experience
  • 3-5 years’ experience of software business to business support
  • Previous development/programming experience (eg JavaScript, Python. C++, Java, C# etc)
  • Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving technical issues
  • Clear sense of integrity, work ethic and a sincere passion in helping customers solve technical issues
  • Exceptional written and verbal communication
  • Strong organisational skills with the ability to juggle multiple tasks and responsibilities
  • Able to work on own initiative and not just follow prescriptive guidelines
  
  Ideal candidates will have a few of the following
• Experience supporting web-based or SAAS solutions

• Knowledge of Splunk

• Knowledge of Active Directory

Shift timings - 9pm - 6 am (IST)

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