Posted today · be early
Technical Support Engineer 2
Adobe
IndiaremotePosted today
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
- Focus on driving customer experience, retention, and ARR growth.
- Must have strong knowledge of CSMB processes and escalation management.
- Responsible for improving key metrics: CSAT, retention rate, attach rate.
- Adobe offers comprehensive benefits programs and an inclusive culture.
- Collaboration with Engineering, Product, and Sales teams is essential.
Role overview
The Senior Technical Support Consultant drives customer experience and customer success through strong process leadership, while contributing to ARR via attach motions and retention improvements.
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, Retention Rate, Revenue Generation.
- 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.
- Contribute towards process improvement with significant impact on business targets.
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.
- Inclusive and empowering company culture.
Additional details
- Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences.
- Adobe’s industry‑leading offerings include Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio.
- Adobe employs 30,000+ people worldwide and is focused on growth for the next decade.
- Adobe is an Equal Employment Opportunity employer and does not discriminate based on protected characteristics.
- Adobe aims to make its Careers website and recruiting process accessible to all users; accommodations can be requested via email.
- AI use guidelines for interviews: AI or recording tools are not permitted during live interviews unless explicitly approved.
- Let’s Adobe together.
- Originally posted on Himalayas.
