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Software Development Engineer 3
5-6 years
₹ 44.35 - 55L/yr (AmbitionBox estimate)
Noida
1 vacancy
Software Development Engineer 3
Adobe
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- At least 5-6 year of customer support experience (experience in product/application/tech support preferred)
- Bachelors degree in Information Technology, Computer Science, or related fields preferred
- Experience with ticketing platforms and similar tools like JIRA
- Proficiency in at least one programming language preferably Java
- Provide technical support to customers, triage the critical issues & assign the issues to relevant engineering teams
- Troubleshoot and resolve the queries/problems customers have with our products or services.
- Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to address customer concerns and escalate critical issues.
- Share customer feedback with the product team to make our products better.
- Keep customers updated about their issues and resolution status.
- Lead live troubleshooting sessions with customers for faster resolution.
- Ensure SLAs are honored and KPIs are met.
- Proactively identify and report cases that require escalation.
- Help improve documentation for internal and external use, including Help Center articles, FAQs, and troubleshooting guides
- Continuously capture and share customer feedback to identify trends, patterns, and areas for improvement.
Employment Type: Full Time, Permanent
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Adobe Benefits
Physical wellbeing Wellbeing reimbursement program Support in times of need Financial wellbeing Mental health care Emotional wellbeing 
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