Application Support Engineer

About the Role

We are looking for a person to join Adobe’s Customer Experience (Experience Cloud) team, focused on supporting Adobe Connect customers worldwide.
The ideal candidate will provide technical and functional support for Adobe Connect users, troubleshoot customer issues, and ensure a seamless collaboration experience for enterprise clients

.Key Responsibilities

• Provide first-line technical and functional support for Adobe Connect customers through chat, email, and phone.
• Troubleshoot meeting access issues, audio/video connectivity problems, and browser compatibility.
• Handle incident management and ticket resolution within defined SLAs.
• Work closely with internal teams (Engineering, Technical Operations, Premier Support) to resolve complex issues.
• Guide customers on product usage, configuration, and setup best practices.
• Document known issues, FAQs, and release updates for internal and customer reference.
• Proactively identify opportunities for automation or process improvement in support workflows.
• Ensure professional and timely communication with customers across all regions.

Required Skills & Experience

• 1–5 years of experience in Technical Support / Application Support / Product Support roles.
• Hands-on experience with Adobe Connect (web conferencing or similar collaboration platforms such as Zoom, Cisco Webex, MS Teams, GoToMeeting).
• Strong understanding of:
• Networking fundamentals (firewalls, proxy, bandwidth, VPNs, etc.)
• Browser technologies and web architecture
• Operating systems (Windows, macOS, Linux)
• Audio/video streaming concepts and troubleshooting
• Familiarity with SQL basics, web technologies (HTML, JavaScript, XML), and troubleshooting tools (browser dev tools, console logs, etc.).
• Excellent communication and problem-solving skills.
• Ability to work effectively in a global support environment and manage multiple priorities.

Nice to Have

• Prior experience supporting other Adobe Experience Cloud products (Adobe Campaign, Target, AEM, Analytics, etc.).
• Knowledge of Power BI, SharePoint, or Excel-based reporting tools.
• Exposure to ITIL / ticketing systems (ServiceNow, Salesforce, Jira).

Why Join

• Be part of a global technical support team serving enterprise customers.
• Opportunity to develop deep expertise in Adobe Connect and Experience Cloud products.
• Work in a collaborative, innovative, and growth-oriented environment.

Job Type: Full-time

Pay: ₹400,000.00 - ₹420,000.00 per year

Application Question(s):

• What is your current location ?
• What is your current CTC ?
• What is your expected CTC ?
• What is your notice period ?

Experience:

• Technical support: 1 year (Required)

Work Location: In person