Role Description

Senior Technical Support Consultant drives customer experience and customer success through strong process leadership, while contributing to ARR via attach motions and retention improvements.

Key Responsibilities

Deliver high-quality customer/technical support, ensuring strong CSAT and customer retention.
Act as an SME and handle complex/advanced cases, including executive escalations.
Drive key critical metrics: Customer Experience, Retention Rate, Revenue Generation
Enable attach motions and support ARR growth through meaningful customer interactions.
Analyse support data and trends to improve service delivery and drive process improvements.
Collaborate with Engineering, Product, and Sales for faster issue resolution and better outcomes.

Key critical metrics

Customer Experience (CSAT)
Customer Success & Retention
Attach Rate & ARR Contribution
Contributions towards process improvement with significant impact on business targets

Skills Required

Strong knowledge and expertise in CSMB processes
Escalation management and problem-solving skills
Data-driven decision making
Collaborator management and team leadership

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 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.

Let's Adobe together

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 , , , comprehensive , the , the we serve, and how you can help us advance our mission of empowering everyone to create.

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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.

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Technical Support Engineer 2