Product Support Representative - Remote Eligible

Partner Consultant – Reseller Helpdesk

We are seeking a Partner Consultant – Reseller Helpdesk to support Adobe's global reseller and distributor ecosystem. This role will be responsible for providing operational and technical assistance to partners related to partner onboarding, licensing, account management, subscription support, and order processing.

The ideal candidate will manage partner queries through ticketing systems, chat, and email channels, ensuring timely resolution and a high-quality support experience while collaborating with internal teams such as Operations, Engineering, Program Management, and Marketplace teams.

Key Responsibilities

• Provide support to Adobe resellers, distributors, and channel partners through case management systems.
• Handle queries related to partner onboarding, account setup, licensing activation, subscription management, and entitlement issues.
• Guide partners on using Adobe Partner Admin Console and Marketplace platforms.
• Deliver prompt responses and resolutions within defined Service Level Agreements (SLA).

Case Management

• Manage incoming partner support requests through ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
• Perform root cause analysis and troubleshooting for partner-related issues.
• Escalate complex issues to Level 2 support, Engineering, or Operations teams when required.
• Maintain accurate case documentation and knowledge base updates.

Cross-Functional Collaboration

• Coordinate with Program Managers, Operations Managers, Engineering teams, and Marketplace teams to resolve partner issues.
• Communicate effectively with global stakeholders to ensure smooth case resolution.
• Participate in process improvements and support automation initiatives.

Partner Experience

• Deliver high-quality support to ensure partner satisfaction and operational efficiency.
• Provide guidance on Adobe partner policies, partner programs, and operational workflows.
• Identify recurring issues and contribute to continuous process improvement.

Experience

• 2–5 years of experience in customer support, technical support, or partner support roles.
• Experience working with B2B customers, channel partners, or reseller ecosystems is preferred.

Technical Skills

• Experience with ticketing tools (Salesforce, Zendesk, ServiceNow, Freshdesk).
• Knowledge of SaaS platforms, subscription licensing models, and cloud software support.
• Familiarity with CRM tools, case management systems, and partner portals.

Soft Skills

• Strong communication and stakeholder management skills.
• Excellent problem-solving and analytical abilities.
• Ability to manage multiple cases simultaneously in a fast-paced environment.
• Strong attention to detail and documentation skills.

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 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.

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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.