Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!Job Summary:We are seeking an experienced and customer-focused Sr. Technical Support Consultant to join our 24x7 Enterprise Grade Support team. In this role, you will provide advanced technical support for Adobe Frame to enterprise customers via chat and email. You will be responsible for triaging issues, resolving complex and escalated technical problems, handling escalaons, and mentoring frontline teams to ensure a world-class customer experience.Key Responsibilies:
- Be part of a 24x7 Enterprise Grade Frame IO SME team
- Provide Tier 2 technical support to Adobe Frame IO customers across Windows and MacOS plaorms.
- Provide direct Support to Enterprise customers.
- Handle support requests through chats and emails.
- Triage, priorize, and resolve customer issues with a focus on First Call Resoluon.
- Ulize customer insights and case history to personalize upsell recommendaons, ensuring relevance and customer value.
- Accurately log all customer interacons, incidents, and service requests in the CRM/case management system.
- Use internal knowledge bases and technical documentaon to provide accurate and mely soluons.
- Escalate unresolved or complex issues to appropriate internal and engineering teams following escalaon protocols.
- Support soware installaon, deployment, and configuraon acvies for licensed users.
- Guide customers through troubleshoong steps, providing clear and concise instrucons.
- Effecvely manage irate customer situaons with empathy, acve listening, and professionalism.
- Ensure mely customer follow-ups and updates within defined SLAs.
- Proacvely idenfy and report recurring issues, feature requests, and emerging trends to management and Engineering team.
- Connuously update technical knowledge and skills to stay current with product updates and support best pracces.
- Contribute to the improvement of support processes and documentaon.
- Maintain a strong understanding of Frame.io features and usage via hands-on experience and training.
Required Qualificaons:
- Bachelor's degree in a technical discipline (Computer Science, IT, Engineering, etc.
- Minimum 4 years of experience in Technical Support, Service Desk, Desktop Support, or similar roles.
- Should not be in any Performance Improvement Plan in the last 2 years
- Proficient in supporng enterprise customers and business-crical environments.
- Strong verbal and writen communicaon skills in English with a neutral accent.
- Demonstrated ability to manage a diverse workload in a team-oriented environment.
- Hands-on experience with soware and browser-based troubleshoong in Windows and/or macOS.
- Familiarity with remote desktop tools and help desk plaorms.
- Experience supporng or using Frame IO, Premiere pro, Aer Effects and other Video Eding products is a strong advantage.
Preferred Qualificaons:
- Understanding of Frame IO, Premiere Pro, Aer Effects, and Other Video Eding sowares
- Basic knowledge of Acve Directory, SSO, and cloud-based technologies.
- Familiarity with enterprise IT environments and B2B support operaons.
- Ability to recognize and adapt to different cultural and regional communicaon styles.
- Strong problem-solving and analycal skills with a customer-first mindset.
- Experience with knowledge base usage and documentaon best pracces.
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 applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com 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 (408) 536-3015.
