Adobe

Technical Support Engineer – Level 2

Adobe

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job 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