Senior Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Comprehend customer workflows and position appropriate Adobe Design solutions to enhance value and adoption.

• Recognize upselling prospects (such as feature upgrades, plan optimizations, or new product suggestions) based on customer requirements and usage patterns.

• Articulate product advantages clearly to influence purchasing decisions and foster long-term customer loyalty.

• Assist customers with Design workflows, best practices, and new feature updates to ensure platform engagement.

• Provide an exceptional first-contact experience by addressing both technical and non-technical customer inquiries through voice and chat.

• Troubleshoot issues across Windows and Mac systems to effectively support Design products.

• Work alongside product teams by reporting recurring issues, product deficiencies, and customer difficulties.

• Maintain accurate documentation of all interactions to ensure a seamless customer history.

• Show accountability by following up on cases and ensuring prompt resolutions.

• Gauge customer sentiment and transform challenging interactions into positive experiences.

• Inform customers about optimal workflows, integrations, and value-driven use cases.

• Evaluate customer insights, usage statistics, and case trends to extract actionable insights.

⛳️ Requirements

• Must have experience and be a full-time graduate.

• Cultural awareness and proficiency in conversational English.

• Exceptional verbal and written communication abilities, with the capacity to simplify complex Design workflows for clients.

• Strong customer service skills, demonstrating patience, empathy, and the ability to build relationships.

• Solid understanding of Windows/Mac environments and basic troubleshooting skills to support Design tools.

• Familiarity with Adobe Design products like InDesign, Illustrator, and InCopy (expertise in at least one is a bonus).

• Ability to identify customer use cases and recommend suitable features, workflows, or upgrades.

• Experience collaborating across support, sales, and product teams.

• Capacity to interpret customer insights to influence adoption and business results.

• Strong time management skills, capable of balancing a varied workload and meeting performance KPIs.

• Awareness of global communication styles, accents, and cultural subtleties.

🏝️ Benefits

• Comprehensive benefits programs