Technical Support Engineer 2

Adobe Systems
India
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Process leadership","Escalation management","Problem-solving","Data-driven decision making","Collaborator management"]

Deliver high-quality customer/technical support as a subject matter expert, resolving complex escalations and maintaining strong CSAT and retention outcomes. Drive key metrics across customer experience, retention, and revenue generation through attach motions and meaningful customer interactions. Analyze support data and trends to improve service delivery and processes, and collaborate with Engineering, Product, and Sales to accelerate issue resolution and outcomes.

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FursaFursa
Adobe Systems
Adobe Systems
24 minutes ago

Technical Support Engineer 2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 24 minutes agoStatus: Live

Job Summary

Deliver high-quality customer/technical support as a subject matter expert, resolving complex escalations and maintaining strong CSAT and retention outcomes. Drive key metrics across customer experience, retention, and revenue generation through attach motions and meaningful customer interactions. Analyze support data and trends to improve service delivery and processes, and collaborate with Engineering, Product, and Sales to accelerate issue resolution and outcomes.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver high-quality customer/technical support to ensure strong CSAT and customer retention.
  • •Act as an SME handling complex/advanced cases, including executive escalations.
  • •Drive critical metrics for customer experience, retention rate, and revenue generation.
  • •Enable attach motions and support ARR growth through customer interactions.
  • •Analyze support data and trends to improve service delivery and processes, collaborating with Engineering, Product, and Sales for faster resolutions.

Key Requirements

  • •Strong knowledge and expertise in CSMB processes.
  • •Escalation management and problem-solving skills for complex/advanced cases.
  • •Data-driven decision making to improve customer support outcomes.
  • •Collaborator management and team leadership skills.
  • •Ability to contribute to retention and attach motions through meaningful customer interactions.
Skills:Process leadershipEscalation managementProblem-solvingData-driven decision makingCollaborator management

Company Brief

Adobe Systems
Provides creative, marketing, and document management software and cloud services, including Photoshop, Illustrator, Acrobat, and the Adobe Experience Cloud, serving creative professionals, enterprises, and governments worldwide.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1982
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