Technical Support Engineer II
Clari
Technical Support Engineer – Level 2
Adobe
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
MacOS
About the role
- Provide Tier 2 technical support to Adobe Frame IO customers across Windows and MacOS platforms.
- Handle support requests through chats and emails.
- Triage, prioritize, and resolve customer issues with a focus on First Call Resolution.
- Accurately log all customer interactions, incidents, and service requests in the CRM/case management system.
- Use internal knowledge bases and technical documentation to provide accurate and timely solutions.
- Escalate unresolved or complex issues to appropriate internal and engineering teams.
- Guide customers through troubleshooting steps, providing clear and concise instructions.
- Ensure timely customer follow-ups and updates within defined SLAs.
Requirements
- 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 supporting enterprise customers and business-critical environments.
- Strong verbal and written communication skills in English with a neutral accent.
- Demonstrated ability to manage a diverse workload in a team-oriented environment.
- Hands-on experience with software and browser-based troubleshooting in Windows and/or macOS.
- Familiarity with remote desktop tools and help desk platforms.
- Experience supporting or using Frame IO, Premiere pro, After Effects and other Video Editing products is a strong advantage.
Benefits
- Equal Employment Opportunity employer
- Accessible website for users with disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingCRMcase managementsoftware supportbrowser-based troubleshootingFrame IOPremiere ProAfter EffectsWindows
Soft skills
communication skillsteam-orientedworkload managementcustomer follow-upproblem-solvingfirst call resolutioninstruction clarityprioritizationescalation managementcustomer service
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in ITBachelor's degree in Engineering
