Lead Technical Support Consultant

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Our Company

At Adobe, we're changing the world! How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers.

We're a company that understands that product innovation comes from people innovation, and that's why we invest in encouraging leaders throughout the organization. If you're passionate about leading from where you sit, join us.

The Challenge

Provide Technical Support and issue resolution services to Enterprise customers, demonstrating internal and external resources to bring cases to closure. Responsible for following established processes and policies in all customer interactions and blocking issues.

What you'll do

Assisting Adobe enterprise customers in configuring and deploying enterprise software packages and solving in-depth customer issues around a wide range of technologies in partnership with colleagues and customers working towards resolution.

• Drive resolution of technical sophisticated issues by working with application collaborators' development and business operations teams

• Act as a named point of contact for technical and supervisory support to the team on the floor.

• Responsible for driving established processes and policies in all customer interactions.

• Evaluate and provide feedback on future technologies and new releases/upgrades.

• Partner with Engineering personnel to prioritize and raise issues as vital.

• Share standard methodologies with team members to improve the quality and efficiency of customer support and supply articles to our knowledge base. • Translate business needs into product requirements and work with product management to add improvements.

Skills and Characteristics:

• Technically educated to degree level with a minimum of 4 years' experience in this or similar capacity.

• Highly computer literate with excellent and demonstrable knowledge of technologies applicable to the area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies.

• Excellent interpersonal 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 and gain acceptance for your ideas, sometimes in sensitive situations. • Ability to remain calm, have a flexible attitude and work with minimum supervision.

• Able to prioritise tasks and manage time effectively.

• Predisposition to innovative thinking.

• Natural inclination to champion customer needs and willingness to advocate on the customer's behalf to other groups and departments.

• Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.

Knowledge & Technical Skills Required:

• 7+ years of demonstrated professional experience in a technical support role. • Superior account management and customer relationship skills.

• Deep understanding of Windows operating systems. Mac OS knowledge desired.

• Experience using Adobe CC products from Adobe Web/ Design/ Photography or DVA.family.

• ACE in any of the CC products would be an added advantage.

• In-depth understanding of Enterprise Deployment, Adobe IT tools (CCP, PRTK, AUSST, RUM), SSO & Active Directory will be preferred.

• Should have an advanced level understanding on network proxies and deployment tools.

• In-depth knowledge of any one or two of the Adobe CC apps and an understanding of product-specific troubleshooting based on various issue scenarios.

• Independent, self-motivated work and learning style, focused on staying current with emerging technologies.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.