Support Engineer

• 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.

Technical Support Engineer – Level 2

Technical Support Specialist – L2

Support Engineer III

Senior Technical Support Representative

Senior Manager, Technical Support

Senior Technical Support Engineer – Focused Services, Cortex XSIAM