Sr. Technical Support Engineer

Position Summary
 

Recognizing that your customers are experiencing an interruption in their creative work, you will partner with them to quickly and efficiently resolve their technical issues and get them back to creating. You will take full ownership of each interaction — offering expert advice, maintaining continuity across contacts, and presenting relevant product opportunities where they genuinely add value.

Specifically, the role encompasses inbound issue reception, triage, and analysis; technical diagnosis and resolution for Photoshop, Lightroom, and related Digital Imaging products; accurate documentation and tracking of all interactions; and close partnership with the WW Escalations team when a complex issue requires deeper investigation. The more Adobe products you know, the greater the impact you will have — for customers and for the team.

You will bring a demonstrated track record of delivering technical support services in a similar environment, alongside the commercial awareness to identify and act on genuine upsell opportunities.

 

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  Provide professional, competent chat, phone, and online support for customers of Adobe Photoshop, Lightroom Classic, Lightroom (cloud), Camera Raw, and related Digital Imaging products.

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  Deliver First Contact Resolution by handling customer requests and resolving technical issues as completely as possible during the first interaction; escalate with full context when a deeper investigation is required.

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  Perform advanced research and troubleshooting on issues escalated from regional Tier 1 Engineers, including performance degradation, GPU and display rendering failures, colour management issues, sync errors, file corruption, and plugin conflicts across Windows and macOS.

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  Troubleshoot, validate, and report customer-submitted bug reports with clear reproduction steps and impact data.

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  Assist in testing new and enhanced product features prior to release.

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  Report top contact drivers, emerging trends, severe issues, and common how-to questions to the relevant product and operations stakeholders.

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  Assist in special projects and other duties as assigned by management.

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  Proactively identify opportunities to recommend relevant Adobe products and services by understanding customer workflows and aligning solutions that genuinely add value, enhance productivity, and improve the overall creative experience.

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  Handle subscription inquiries, plan changes, and renewal conversations with empathy and commercial awareness, meeting personal targets for upsell and retention.

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  Champion customer needs and advocate on the customer’s behalf to other teams and departments when required.

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  Maintain a natural, consultative approach to sales — presenting opportunities honestly and without pressure.

• Technically educated to degree level, or equivalent practical experience, with a minimum of 1–2 years in a technical support or customer support role at L2/T2 or equivalent.

• Highly computer literate with excellent, demonstrable knowledge of technologies applicable to Digital Imaging workflows; dependable, confident, and tenacious, while also able to follow established practices and the chain of command.

• Excellent interpersonal skills and the ability to communicate clearly with customers and colleagues at all levels.

• Strong oral and written communication skills with the ability to influence others and gain acceptance for your ideas, including in sensitive situations.

• Ability to remain composed under pressure, maintain a flexible attitude, and work with a high degree of autonomy.

• Able to prioritize tasks and manage time effectively across a mixed case load.

• Natural inclination to advocate for customers and champion their needs within the organisation.

• Willingness and ability to work flexible hours on a rotational basis to support 24×7 coverage requirements.

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 best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015. 

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.