Developer Support Engineer

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 Creativity & Productivity 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) About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000 employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture , focus on people, purpose and community , Adobe for All , comprehensive benefits programs , the stories we tell , the customers we serve, and how you can help us advance our mission of empowering everyone to create. Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodati ... (truncated, view full listing at source)