Role Overview

We are looking for smart problem-solvers with exceptional analytical skills who are experienced and motivated to provide excellent service to customers and partners globally. In this role, you will develop expert-level knowledge of Adobe Workfront's core features and provide technical support to customers via phone, chat, and support tickets.

As a Technical Support Engineer, you will troubleshoot product issues, collaborate with cross-functional teams to resolve customer problems, and contribute to improving customer experience by creating knowledge base articles and sharing product insights.

 

Key Responsibilities

Customer Support & Issue Resolution

• Deliver First Call Resolution (FCR) by resolving customer technical and non-technical issues during the first interaction whenever possible.
• Provide professional phone and online (chat) support to global customers.
• Troubleshoot customer issues directly through phone, tickets, and chat.
• Resolve known customer issues using knowledge bases, product documentation, operating systems, and reference materials.
• Investigate and resolve undocumented customer issues through advanced troubleshooting and problem-solving.
• Understand the business impact of customer issues and prioritize resolution accordingly.
• Escalate complex issues to the appropriate support tier while ensuring seamless customer communication.
• Provide timely status updates to customers and internal teams within defined SLAs.

 

Customer Communication & Case Management

• Accurately document all customer interactions in the case tracking system using professional written English.
• Communicate clearly and professionally with customers through both verbal and written channels.
• Perform customer follow-ups within agreed timelines.
• Demonstrate ownership and accountability for issue resolution.
• Assess customer sentiment throughout interactions and proactively manage escalations when required.
• Handle customer communications with professionalism, empathy, and adherence to established escalation procedures.
• Support key enterprise customers through effective escalation management and coordination with internal teams.

 

Technical Troubleshooting

• Troubleshoot issues related to Adobe Workfront products and services.
• Develop a strong understanding of:
  • Operating Systems (Windows, macOS, UNIX)
  • Web Server Technologies
  • SaaS Applications
  • Database Applications
  • REST APIs
  • Web APIs
  • BI/Reporting tools
  • Salesforce
• Work cross-functionally with engineering and product teams to resolve complex technical issues.

 

Knowledge Management & Continuous Improvement

• Create and maintain Knowledge Base (KB) articles.
• Contribute to blogs, forum responses, incident documentation, and bug reporting.
• Report recurring issues, feature requests, top call drivers, and emerging product trends to Subject Matter Experts (SMEs).
• Identify opportunities to improve support processes and customer experience.
• Continuously develop product knowledge and technical expertise.

Performance & Operations

• Meet established performance metrics including:
  • First Contact Resolution (FCR)
  • Case Resolution Time
  • Turnaround Time (TAT)
  • Open Case Aging
  • Case Quality
  • Customer Satisfaction (CSAT)
• Follow established support processes, policies, and escalation procedures.
• Adhere to SLA and Time-in-Tier requirements.
• Be willing to work in a 24x7 global support environment across different geographies.

 

Required Skills & Experience

Experience

• 2+ years of Application Support experience in an international technical support environment.

 

Educational Qualification

• B.Tech. or MCA.

 

Technical Skills

• Working knowledge of:
  • Windows
  • macOS
  • UNIX/Linux
• Programming knowledge:
  • Core Java
  • JavaScript
  • HTML
  • CSS
• Understanding of:
  • Web Server Technologies
  • SaaS Applications
  • Database Applications
  • REST APIs
  • Web APIs
• Familiarity with:
  • Salesforce
  • BI/Reporting tools

 

Soft Skills

• Exceptional analytical and problem-solving skills.
• Strong customer service orientation.
• Excellent written and verbal English communication skills with a neutral accent.
• Strong documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working collaboratively in a team environment.
• Strong ownership, accountability, and attention to detail.
• Cultural awareness and ability to effectively support global customers across different regions and time zones.