As a Customer Engineer at Adobe, you'll play a critical role in ensuring our customers receive world-class support. You’ll be their first point of contact when they encounter technical issues with our products, serving as both a problem solver and a product expert. You’ll partner closely with Customer Support, Product, Engineering, and the PM teams to resolve complex customer queries and ensure a seamless user experience.
Key Responsibilities
- Provide exceptional technical support to customers, triaging critical issues and assigning them to relevant engineering teams.
- Troubleshoot and resolve technical issues customers experience with Adobe products, ensuring prompt and effective solutions.
- Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to resolve customer concerns and escalate critical cases.
- Proactively communicate with customers, keeping them informed about issue statuses and resolution progress.
- Lead live troubleshooting sessions with customers for faster resolution and a seamless support experience.
- Ensure service-level agreements (SLAs) are met and key performance indicators (KPIs) are consistently achieved.
- Identify and escalate cases that require higher-level intervention and follow up to ensure proper resolution.
- Contribute to improving internal and external documentation, including Help Center articles, FAQs, and troubleshooting guides.
- Continuously capture and share customer feedback to help identify trends, improve products, and drive innovation.
What You Bring to the Team
- Experience. 5-6 years of customer support experience, preferably in product, application, or technical support.
- Education. A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
- Technical Skills. Proficiency in at least one programming language (Java preferred), and experience using ticketing platforms such as JIRA.
- Problem-Solving Mindset. A passion for troubleshooting and resolving complex technical issues while providing an outstanding customer experience.
- Collaboration. Strong interpersonal skills to collaborate with diverse teams and escalate critical issues effectively.
- Customer-Centric. The ability to empathize with customers, proactively address their concerns, and communicate clearly and effectively.
Why Adobe?
At Adobe, we’re committed to fostering a diverse and inclusive environment where all employees are respected, and everyone has an equal opportunity to thrive. We embrace fresh ideas from all corners of our organization and are dedicated to empowering our employees to drive innovation.
We offer competitive compensation, comprehensive benefits, and a culture of growth and learning. Be part of a team that’s changing the world through digital experiences.
Equal Employment Opportunity
Adobe is an Equal Employment Opportunity employer. We do not discriminate based on race, ethnicity, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law. Adobe is committed to accessibility for all. If you require accommodation due to a disability, please contact us at [email protected] or call (408) 536-3015.