Senior Technical Support Engineer

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Adobe

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

Software • Digital Marketing • Creative Services

Adobe is a leading software company specializing in creative and digital marketing solutions. It offers a wide range of creative apps and services, including industry-standard tools like Photoshop, Illustrator, and Premiere Pro as part of its Adobe Creative Cloud suite. Adobe also provides business solutions such as the Adobe Experience Cloud, which includes marketing automation, analytics, and content management. With a focus on enhancing customer experiences through generative AI and digital asset management, Adobe serves industries like Financial Services, Retail, Media & Entertainment, and more. Adobe is also well-known for its PDF and e-signature solutions, such as Adobe Acrobat and Acrobat Sign, catering to both individuals and businesses.

📋 Description

• Provide professional, competent chat, phone, and online support for customers of Adobe Photoshop, Lightroom Classic, Lightroom (cloud), Camera Raw, and related Digital Imaging products • Deliver First Contact Resolution by handling customer requests and resolving technical issues as completely as possible during the first interaction; escalate with full context when a deeper investigation is required • Perform advanced research and troubleshooting on issues escalated from regional Tier 1 Engineers, including performance degradation, GPU and display rendering failures, colour management issues, sync errors, file corruption, and plugin conflicts across Windows and macOS • Troubleshoot, validate, and report customer-submitted bug reports with clear reproduction steps and impact data • Assist in testing new and enhanced product features prior to release • Report top contact drivers, emerging trends, severe issues, and common how-to questions to the relevant product and operations stakeholders • Assist in special projects and other duties as assigned by management • Proactively identify opportunities to recommend relevant Adobe products and services by understanding customer workflows and aligning solutions that genuinely add value, enhance productivity, and improve the overall creative experience • Handle subscription inquiries, plan changes, and renewal conversations with empathy and commercial awareness, meeting personal targets for upsell and retention • Champion customer needs and advocate on the customer’s behalf to other teams and departments when required • Maintain a natural, consultative approach to sales — presenting opportunities honestly and without pressure.

🎯 Requirements

• Technically educated to degree level, or equivalent practical experience • Minimum of 1–2 years in a technical support or customer support role at L2/T2 or equivalent • Highly computer literate with excellent, demonstrable knowledge of technologies applicable to Digital Imaging workflows • Excellent interpersonal skills and the ability to communicate clearly with customers and colleagues at all levels • Strong oral and written communication skills with the ability to influence others and gain acceptance for your ideas, including in sensitive situations • Ability to remain composed under pressure, maintain a flexible attitude, and work with a high degree of autonomy • Able to prioritize tasks and manage time effectively across a mixed case load • Natural inclination to advocate for customers and champion their needs within the organisation • Willingness and ability to work flexible hours on a rotational basis to support 24×7 coverage requirements.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Professional development opportunities