Network Support Engineer at Adobe

About the Role

Technical Support Associate

Key Responsibilities

• Provide technical support for

  Adobe Connect

  customers through chat, email, or phone.
• Troubleshoot issues related to:
  

• Networking

  : connectivity, TCP/IP, DNS, VPN, firewall restrictions, proxy settings.

• Application-level troubleshooting

  for Adobe Connect rooms, audio/video, recording, screen share, etc.

• Database-related issues

  such as basic SQL queries, understanding logs, and identifying data discrepancies.

• Frontend/browser issues

  , including HTML rendering, JavaScript errors, browser compatibility, Flash/WebRTC checks.
• Diagnose and resolve

  web conferencing issues

  , meeting failures, content upload errors, latency, and performance problems.
• Work with internal teams (engineering, product, cloud operations) when required to escalate complex issues.
  
• Document case details in the ticketing system (ServiceNow / Jira / CRM).
  
• Ensure high-quality customer experience through clear communication and timely resolution.
  
• Follow standard operating procedures (SOPs) and maintain SLAs and KPIs.
  

Must-Have Skills

1. Networking (High Priority)

• Strong troubleshooting experience in:
  
• TCP/IP
  
• DNS, DHCP
  
• VPN
  
• LAN/WAN basics
  
• Network latency, packet loss
  
• Firewall & proxy troubleshooting
  
• Ability to analyze logs, run network diagnostics (ping, traceroute), and identify connectivity failures.
  

2. Database / SQL

• Understanding of relational databases.
  
• Ability to run basic SQL queries.
  
• Troubleshooting issues involving data mapping, user records, or backend inconsistencies.
  

3. Frontend / Web Basics

• Hands-on with:
  

• HTML, CSS, JavaScript

  (basic understanding)
• Ability to analyze browser console logs for errors.
  
• Troubleshoot browser compatibility issues, cache issues, WebRTC, cookies, and session-related problems.
  

4. Technical Support Experience

• Minimum 1 year in technical support / application support / product support.
  
• Strong problem-solving skills with a focus on root-cause analysis.
  
• Experience with remote troubleshooting tools and ticketing systems.
  

Good to Have

• Experience supporting SaaS applications.
  
• Knowledge of video conferencing platforms (Zoom, Webex, Teams, etc.).
  
• Familiarity with Linux commands (basic).
  
• Understanding of cloud platforms (AWS/Azure) is a plus.
  
• Exposure to Adobe products is an advantage.
  

Soft Skills

• Excellent verbal and written communication.
  
• Ability to work independently and in rotational shifts.
  
• Strong customer handling and stakeholder management.
  
• Fast learner with an analytical mindset.
  

Education

• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent technical field.