Technical Support Consultant

Support Engineer

Changing the world through digital experiences is what Adobe's all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We're proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career.

We know that people are the differentiator in our business, and that's why we want to meet you!

About The Role

In this role, you will be responsible for supporting enterprise customers who use Adobe Creative Cloud products and Document Cloud products in a personalized manner via multiple support channels.

You provide successful and timely technical support and advice to Adobe Digital Media customers who have purchased an Adobe Support Plan, working on a mix of reactive technical problem resolution and proactive engagement with assigned enterprise customers as their designated support contact. You will understand customers' businesses and needs to provide the most sophisticated software support and collaborate with global product engineer teams and other internal support organizations to help customers succeed.

You will actively listen to customers' feedback to identify their difficulties and address future requests with the product team. By working with cross-functional teams, you will also take ownership of identifying internal operational improvements needed to provide the best customer experience.

Responsibilities

• Deliver high-quality, customer-centric support to Adobe Creative Cloud/Document Cloud enterprise customers through various channels.
• Understand customers' problems and business needs correctly.
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system.
• Drive support cases, research, replicate and report bugs and work with the Quality Engineering, Engineering, and Product Management teams to prioritize urgent and top issues for resolution while maintaining customer expectations.
• Create issue tickets to work with the global product engineering team to resolve product issues or advance their investigation as vital.
• Work with the Sales and Customer Success team to manage Enterprise customers' expectations and lead/drive the difficult issue-handling process.
• Work with local and global teams and analyze trends in customer questions and needs to identify areas of improvement.
• Create/localize knowledge content and technical documents to share information and drive customer's self-help.
• Proactively and independently work towards achieving operational targets.
• Achieve performance targets, including proactive customer engagement results, case status updates, resolution time, progress against open cases, case quality, and overall customer satisfaction.

What You Need To Succeed

• Passion for delivering customer support excellence.
• Strong sense of ownership. Customer-centric and empathetic approach.
• Independent and dedicated, proactive self-starter.
• 3 to 5 years of proven experience diagnosing and resolving problems in a complex software environment.
• Demonstrated experience supporting enterprise software solutions.
• Effective interpersonal skills (written and verbal), written and spoken fluency in Japanese and business level of English.
• Ability to explain sophisticated concepts simply and precisely.
• Excellent organizational skills: the ability to prioritize, manage, and complete tasks multi-functionally.
• Excellent troubleshooting/problem-solving skills, attention to detail, logical thinking.
• The ability to navigate challenging situations professionally under pressure and having a sense of urgency.

Preferred Skills / Experience

• Have a strong passion for discovering new Adobe products, technologies, including Gen AI, and has an interest in Creativity
• IT, Network administration experiences
• API knowledge
• Video editing software/industry knowledge
• Understanding of Identity and Access Management, Single Sign-On, SAML, and enterprise software deployment technologies
• Technical account management experience
• Experience using Adobe Digital Media/DX Products is a plus

Adobe For All

Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.

Take the plunge and jump in. Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together.

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 applicable characteristics protected by law.

Adobe aims to make Adobe.com 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 (408) 536-3015.