Technical Support Engineer

Description:

Adobe is looking for a French Speaking Senior Technical Support Engineer to join our Adobe Sign support team. The candidate will be responsible for the successful and timely delivery of support for Enterprise level Sign customers and escalations from other internal support groups and the wider sales organization.

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 have the ability to read, write, and communicate in English plus French.

What you'll do

Respond to, and troubleshoot inquiries on technical issues from a global customer base

Escalate critical support issues from customers to the appropriate internal channel

Report bugs and work with the QA & Engineering teams to resolve customer issues as soon as possible

Verify that the issues have been resolved prior to communicating to the customer

Assist in communicating to customers about issues impacting their service

Execute 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 software/product support from either web-based or SAAS solution environment with a track record of customer satisfaction

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 organizational skills with the ability to juggle multiple tasks and responsibilities

Able to work on own initiative and not just follow prescriptive guidelines