Technical Support Engineer 2
Adobe
IndiaremotePosted 1 month ago
Skill Required
Technical-Support-EngineerTechnical-SupportCustomer-SuccessCustomer-ExperienceSupport-EngineeringTier-2-Support-EngineerL2-Technical-Support-Engineer2nd-Line-Support-EngineerLevel-2-Support-TechnicianTechnical-Support-AnalystSupport-EngineerTechnical LeadTechnical Support EngineerEngineeringExpressCloudandAIFulltime
Key highlights
- Senior Technical Support Consultant role focused on customer experience, retention, and ARR growth
- Must-have qualifications include CSMB process expertise, escalation management, data-driven decision making, and team leadership skills
- Role is accountable for driving key metrics including CSAT, retention rate, attach rate, and ARR contribution
- Adobe offers comprehensive employee benefits programs
- Adobe is an Equal Employment Opportunity employer with broad non-discrimination policies
- Interviews prohibit unauthorized use of AI or recording tools to misrepresent candidate skills
Role overview
The Senior Technical Support Consultant role at Adobe is focused on driving exceptional customer experience and customer success through strong process leadership, while directly contributing to annual recurring revenue (ARR) growth via attach motions and retention improvements. In this role, the incumbent will deliver high-quality technical and customer support, resolve complex and executive-escalation cases, analyze support data to drive process improvements, and collaborate cross-functionally with Engineering, Product, and Sales teams to meet critical business targets including customer satisfaction (CSAT), retention rate, and ARR contribution.
Responsibilities
- Deliver high-quality customer/technical support, ensuring strong CSAT and customer retention.
- Act as an SME and handle complex/advanced cases, including executive escalations.
- Drive key critical metrics: Customer Experience (CSAT), Customer Success & Retention, Attach Rate & ARR Contribution, and contributions towards process improvement with significant impact on business targets
- Enable attach motions and support ARR growth through meaningful customer interactions.
- Analyse support data and trends to improve service delivery and drive process improvements.
- Collaborate with Engineering, Product, and Sales for faster issue resolution and better outcomes.
Requirements
- Strong knowledge and expertise in CSMB processes
- Escalation management and problem-solving skills
- Data-driven decision making
- Collaborator management and team leadership
Benefits
- Comprehensive benefits programs
Additional details
- Adobe’s mission is to empower everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Its industry-leading offerings include Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio, which enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
- Adobe has 30,000+ employees worldwide, is focused on creating the future and driving the next decade of growth, and prioritizes hiring the best talent. The company culture empowers all employees to make an impact, and operates under the belief that great ideas can come from anywhere in the organization. The next big idea could be yours.
- Adobe is proud to be an Equal Employment Opportunity employer, and does 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 protected characteristic.
- Adobe aims to make its Careers website and recruiting process accessible to all users. Candidates with a disability or special need requiring accommodation to navigate the website or complete the application process can contact Adobe via the provided email.
- AI Use Guidelines for Interviews: All interviews are designed to reflect a candidate’s 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. Inappropriate use of these tools or use that misrepresents a candidate’s work may result in the application not moving forward in the hiring process. Adobe empowers employees to innovate with AI, and provides clear guidance on where AI use is encouraged vs restricted during the hiring experience.
- This role was originally posted on Himalayas.