Sr. Technical Support Engineer

Responsibilities: Respond to customer inquiries with the Adobe Acrobat Sign product and technical issues from a Global customer base majorly IT Admins for large enterprises & its users. Escalate critical support issues from customers to the appropriate internal channel. Develops and manages stakeholder relations and communications. Responsible for following established processes and policies in all customers ‘interactions and escalations. Help report bugs to our QA team and work with the QA & Engineering teams to resolve customer issues as soon as possible. Participation in Business Intelligence processes including taking an active role in Knowledge-based document creation, incident case notes logging and recording, bug logging etc. Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Typically provides technical support for Internal and External customers. Escalates complex problems to higher level of expertise within organization. Skills and Characteristics: Technically educated to degree level with a minimum of 5+ years’ experience in this or similar capacity. 1+ years’ experience in working on Adobe Acrobat Sign. Superior account management and customer relationship skills. Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies. Excellent inter-personal skills and the ability to communicate clearly at all levels. Bright and enthusiastic with an outgoing personality. Excellent oral and written communication skills with an ability to influence others acceptance for your ideas, sometimes in sensitive situations. Ability to remain calm, have a flexible attitude and to work with minimum supervision. Able to priorities tasks and manage time effectively. Predisposition to innovative thinking. Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments. Ability to work flexible hours on a rotational basis to provide 24x7 support coverage. Knowledge & Technical Skills Required 5+ years demonstrated professional experience in a technical support role. Hands-on experience for Adobe Acrobat Sign product is desired. Exposure to Admin console for Adobe Acrobat Sign (Services). Previous development/programming experience (Java ,C#, JavaScript, HTML, XML, AJAX,REST full web services). Knowledge of Salesforce API, Force application strongly desired. Hands-on experience on Salesforce, Microsoft SharePoint, Microsoft Dynamics strongly desired. A good understanding of enterprise application integration, including SOA, ESB, EAI, ETL environments and an understanding of integration considerations such as process orchestration, customer data integration, and master data management. Candidates with a background in software/product support from either Web-based or SAAS solution environment. Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving technical issues. A clear sense of integrity, work ethic and a sincere passion in helping customers solve technical issues. Exceptional written and verbal communication with excellent phone mannerism in the English language Strong organizational skills with the ability to juggle multiple tasks and responsibilities. Able to work on own initiative and not just prescriptive guidelines. Flexible and willing to cover nonstandard business hours and holidays as needed. About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s indus ... (truncated, view full listing at source)