Technical Support Engineer

Overview

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.

Key Responsibilities

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 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.

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 [email protected] 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.