Sr. Technical Support Engineer

The Opportunity

Join Adobe as a Sr. Technical Support Engineer and become a key player in delivering world-class customer service! This is an outstanding opportunity to bring to bear your technical expertise while improving customer experiences across Adobe's innovative products, including Adobe Express and Firefly. You'll partner with customers to resolve technical issues swiftly and effectively, ensuring their creative processes remain uninterrupted.

What you'll Do

• Provide professional support via chat, phone, and online for products like Acrobat DC, Adobe Sign, Adobe Express, and Firefly.
• Proactively identify upsell opportunities by understanding customer needs and aligning solutions that improve efficiency and overall experience.
• Deliver expert-level support on Adobe Express, guiding customers through creative workflows and collaboration features.
• Adhere to established processes and policies in all customer interactions.
• Achieve First Call Resolution by resolving technical issues during the initial contact.
• Accurately detail all customer interactions in a case tracking database.
• Meet performance targets, including case resolution time, first contact resolution rate, and upsell conversion metrics.
• Engage in ongoing learning and skill improvement to stay informed about product updates and features.

What you need to succeed

• 2 years of proven professional experience in a technical support role, including upsell techniques.
• Hands-on experience with Adobe Express, including template customization and collaborative workflows.
• Strong people skills combined with clear communication at every organizational level.
• Ability to remain calm, flexible, and work independently.
• Familiarity with Windows operating systems; Mac OS knowledge is a plus.
• Excellent English written and oral communication skills.
• Preferred qualifications: Advanced knowledge of various file formats and intermediate understanding of Adobe product deployment.

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 the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015. 

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.