Technical Support Engineer 2

Adobe; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Adobe in India invites a Senior Technical Support Consultant to lead customer success initiatives and deliver high-quality technical support, driving CSAT and retention while contributing to ARR through attach motions.

You will partner with Engineering, Product, and Sales, analyze support data, and mentor teams to resolve complex issues, elevate service delivery, and shape process improvements within a dynamic, AI-powered environment.

Qualifications

• Strong knowledge of CSMB processes.
• Escalation management and problem-solving skills.
• Data-driven decision making.
• Collaborator management and team leadership.

Responsibilities

• Deliver high-quality customer/technical support, ensuring strong CSAT and customer retention.
• Act as an SME and handle complex/advanced cases, including executive escalations.
• Drive key critical metrics: Customer Experience, Retention Rate, Revenue Generation.
• Enable attach motions and support ARR growth through meaningful customer interactions.
• Analyse support data and trends to improve service delivery and drive process improvements.
• Collaborate with Engineering, Product, and Sales for faster issue resolution and better outcomes.

Skills

CSMB processes

Escalation management

Data-driven decision making

Collaborator management

Job description

Role Description

Senior Technical Support Consultant drives customer experience and customer success through strong process leadership, while contributing to ARR via attach motions and retention improvements.

Senior Technical Support Consultant drives customer experience and customer success through strong process leadership, while contributing to ARR via attach motions and retention improvements.

Key Responsibilities

• Deliver high-quality customer/technical support, ensuring strong CSAT and customer retention.
• Act as an SME and handle complex/advanced cases, including executive escalations.
• Drive key critical metrics: Customer Experience, Retention Rate, Revenue Generation
• Enable attach motions and support ARR growth through meaningful customer interactions.
• Analyse support data and trends to improve service delivery and drive process improvements.
• Collaborate with Engineering, Product, and Sales for faster issue resolution and better outcomes.

Key critical metrics

• Customer Experience (CSAT)
• Customer Success & Retention
• Attach Rate & ARR Contribution
• Contributions towards process improvement with significant impact on business targets

Skills Required

• Strong knowledge and expertise in CSMB processes
• Escalation management and problem-solving skills
• Data-driven decision making
• Collaborator management and team leadership

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.

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