Responsibilities:
- Respond to customer inquiries related to Adobe Document Cloud products, including both Adobe Acrobat (desktop) and Adobe Acrobat Sign (SaaS), supporting a global customer base primarily consisting of IT Admins from large enterprises and end users.
- Troubleshoot issues across desktop installations (Acrobat) and cloud-based workflows (Sign), including deployment, configuration, integrations, and user management.
- Escalate critical customer issues to appropriate internal teams (Engineering, Product, or QA) following defined escalation processes.
- Develop and manage stakeholder relationships and ensure effective communication throughout the case lifecycle.
- Adhere to established processes and policies in all customer interactions and escalations.
- Identify, document, and report product bugs collaborate closely with QA and Engineering teams to drive timely resolution.
- Actively contribute to Business Intelligence processes, including knowledge base documentation, case logging, and bug tracking.
- Take end-to-end ownership of customer issues, ensuring resolution and timely follow-ups as per SLA requirements.
- Apply diagnostic techniques to identify root causes and recommend solutions for both desktop and cloud-related issues.
- Escalate complex technical problems to higher levels of expertise such as Remote Support Engineering or Field Engineering teams.
- Provide technical support for both internal and external customers across Document Cloud product lines.
Skills and Characteristics:
- Bachelor's degree in a technical field with 5+ years of experience in a similar technical support role.
- Experience supporting Adobe Document Cloud products, including Acrobat and Acrobat Sign.
- Strong customer relationship management and stakeholder engagement skills.
- Highly proficient with relevant technologies across desktop and SaaS environments.
- Excellent interpersonal and communication skills with the ability to engage effectively at all organizational levels.
- Strong problem-solving mindset with attention to detail and ownership.
- Ability to remain calm under pressure and work with minimal supervision.
- Effective time management and prioritization skills.
- Innovative thinker with a proactive approach to improving customer experience.
- Customer-first mindset with the ability to advocate for customer needs internally.
- Willingness to work flexible hours, including rotational shifts for 24x7 support coverage.
Knowledge & Technical Skills Required:
- 5+ years of experience in technical/product support (desktop and/or SaaS environments).
- Hands-on experience with:
- Adobe Acrobat (installation, licensing, deployment, updates, troubleshooting)
- Adobe Acrobat Sign (user management, workflows, integrations, Admin Console)
- Experience with Adobe Admin Console for user and license management.
- Knowledge of Windows and macOS environments, including software deployment and virtualization.
- Understanding of packaging and deployment tools (e.g., MSI, PKG, SCCM, Intune, JAMF).
- Experience with APIs and integrations:
- REST APIs, Web Services
- Salesforce API / Force.com (preferred)
- Exposure to enterprise platforms such as:
- Salesforce
- Microsoft SharePoint
- Microsoft Dynamics
- Basic development/programming knowledge (Java, C#, JavaScript, HTML, XML, AJAX).
- Understanding of enterprise integration concepts (SOA, ESB, EAI, ETL, orchestration, data integration).
- Experience in diagnosing and resolving complex technical issues using structured methodologies.
- Strong documentation, reporting, and communication skills.
- High level of integrity, work ethic, and customer focus.
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
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Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
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