Support Engineer

• Handle real-time chats, calls, and emails from Adobe business users.
• Provide consultative support across the customer journey—from onboarding and installation to troubleshooting and post-sales care.
• Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion.
• Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs).
• Maintain excellent knowledge of our products and services to understand customer's needs
• Respond to incoming requests for cancellation of services and persuade our customers to remain with us
• Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated
• Identify opportunities to turn dissatisfied customers into happy customers
• Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system.
• Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).
• Troubleshoot customer queries related to billing, account management, installation, and product functionality.
• Log, prioritize, and triage issues from phone, chat, email, and web channels.
• Stay calm under pressure while managing customer sentiment and expectations.
• Maintain professional communication and timely responses to all customer interactions.

Senior Technical Support Consultant

Technical Support Specialist – L2

Support Engineer III

Senior Technical Support Representative

Senior Manager, Technical Support

Senior Technical Support Engineer – Focused Services, Cortex XSIAM