Technical Support Engineer

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!

Technical Support Consultant – Video
Requirements:

• Excellent communication skills (spoken & written) with a typing speed of 50 WPM or above.
• Strong customer service skills, with the ability to handle and resolve complex customer issues.
• High perseverance and pacifying skills to manage difficult customers effectively.
• Experience troubleshooting software on Windows and/or Mac operating systems.
• Ability to work in a team environment and manage a diverse workload efficiently.
• Training skills to assist in knowledge-sharing and upskilling team members.
• Must be a graduate (full-time degree required).
• Cultural awareness with proficiency in conversational English.
• Strong knowledge of Windows, Mac OS, and general desktop support, including configurations and troubleshooting.
• Expertise in diagnostic tools & utilities such as MS Config, Task Manager, Event Viewer, networking fundamentals, and internet connectivity troubleshooting (both wired and wireless).
• General cultural awareness, especially for supporting customers from different regions (e.g., recognizing regional accents, identifying major cities, and reducing the need for spelling clarifications).
• Ability to apply professional concepts and company policies to resolve a variety of technical and service-related issues.
• Strong analytical skills to derive business insights from customer dashboards and product utilization metrics, helping to drive customer engagement and adoption.
• General knowledge of Adobe DME products, with advanced expertise in at least one product being an added advantage.

Key Responsibilities:

• Provide first-time resolution by handling customer requests and troubleshooting technical and non-technical issues for assigned Adobe products through voice and chat support.
• Handle technical support for Adobe Digital Imaging products, including Premiere Pro, After Effects, Audition, Character Animator, Premiere Rush, and Media Encoder.
• Effectively communicate product value to customers, supporting conversions and driving adoption and revenue growth.
• Maintain a high standard of professional online support for global customers.
• Accurately document all customer interactions in the case tracking system, ensuring detailed written records in English.
• Clearly articulate solutions to customers in both verbal and written communication.
• Proficiently handle customer or partner concerns, understanding their impact on the business while being well-versed in OS and application operations related to Adobe product usage.

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 accommodations@adobe.com 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.