Respond to customer inquiries with the Adobe Acrobat Sign product and technical issues
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 QA team and work with QA & Engineering teams to resolve customer issues
Takes end to end ownership of End User issues till resolution and follow up as mandated
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions
Escalates complex problems to the Remote Support Engineering staff or Field Engineering

5+ years demonstrated professional experience in a technical support role
1+ years’ experience in working on Adobe Acrobat Sign
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
Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving 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

Senior Technical Support Engineer

Key skills