Technical Support Engineer

We are looking for a high-impact Video Solutions Specialist who can combine strong Technical knowledge with a customer-centric sales approach. This role requires someone who understands the Adobe video platform, can troubleshoot effectively, and can confidently position product value to drive customer adoption, retention, and revenue growth. Key Skills & Qualifications Experienced & must be a Graduate (full time) Cultural awareness - conversational English Excellent spoken and written communication skills, with the ability to simplify complex video workflows for customers. Strong customer-handling abilities with high patience, empathy, and relationship-building skills. Solid understanding of Windows/Mac environments and basic troubleshooting to aid Video tools. Familiarity with Adobe Video products such as Premiere Pro, After Effects, Audition, Media Encoder, or Frame.io (expertise in at least one is a plus). Ability to identify customer use cases and recommend the right features, workflows, or upgrades. Experience working cross-functionally with support, sales & product teams. Capability to interpret customer insights to influence adoption and business outcomes. Strong time management skills, demonstrating the capacity to balance a diverse workload and meet performance benchmarks. Awareness of global communication styles, accents, and cultural nuances.

Customer Engagement & Sales Influence Understand customer workflows and position the right Adobe Video solutions to improve the value and adoption. Identify upselling opportunities (e.g., feature upgrades, plan optimizations, or new product recommendations) based on customer needs and usage trends. Communicate product benefits clearly to influence buying decisions and drive long-term customer retention. Guide customers through video workflows, guidelines, and updates to new features to ensure platform stickiness. Technical Support & Solutioning Deliver a high-quality first-contact experience by resolving technical and non-technical customer issues across voice and chat. Troubleshoot across Windows and Mac systems to support Video products efficiently. Collaborate with product teams by reporting top issues, product gaps, and customer problems. Provide accurate documentation of all interactions to maintain seamless customer history. Customer Success & Relationship Management Demonstrate accountability by following through on cases and ensuring timely resolution. Interpret customer sentiment and turn challenging interactions into positive outcomes. Educate customers on proven workflows, integrations, and results-focused use cases. Build trust and rapport with global customers through professional and proactive communication. Business Intelligence & Insights Analyze customer insights, usage metrics, and case patterns to derive actionable insights. Report recurring call drivers, emerging trends, and critical issues to internal teams. Provide feedback that supports product upgrades, feature development, and overall business strategy. What Makes This Role Unique This is not just a support role—it's a hybrid of technical expertise , customer success , and sales enablement within Adobe’s dynamic Video ecosystem. You’ll be influencing customer workflows, crafting the path of product adoption, and directly contributing to the growth of Adobe’s video division. 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