Technical Support Engineer 2

Adobe is hiring a Technical Support Engineer 2 in India.

Role Description 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.

Key critical metrics

• Customer Experience (CSAT)
• Customer Success & Retention
• Attach Rate & ARR Contribution
• Contributions towards process improvement with significant impact on business targets

Skills

• Strong knowledge and expertise in CSMB processes
• Escalation management and problem-solving skills
• Data-driven decision making
• Collaborator management and team leadership

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising t