Consulting Cloud Architect, OpenShift
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Adobe is a software company whose products support creative work, digital marketing, document management, and customer experience operations. Its Creative Cloud includes widely used applications such as Photoshop, Illustrator, and Premiere Pro, while Adobe Experience Cloud brings together marketing automation, analytics, and content management tools for businesses. Adobe also develops solutions for digital asset management, generative AI, PDF workflows, and electronic signatures through products including Acrobat and Acrobat Sign. Its platforms serve organizations across sectors such as financial services, retail, and media and entertainment, as well as individual creative professionals.
Senior Technical Support Consultant, ICX — Adobe | India Remote
Provide consultative technical support to Adobe business customers across onboarding, troubleshooting, billing, and product adoption. Help improve customer satisfaction and revenue through effective issue resolution and relevant product recommendations.
Description
- Support Adobe business users through real-time chat, phone, and email interactions
- Deliver consultative assistance across onboarding, installation, troubleshooting, and post-sales support
- Recommend and sell additional Adobe products, including Adobe Express, Acrobat Assistant, Acrobat Express, Acrobat Studio, and I2T
- Partner with product, engineering, and subject-matter teams to resolve complex customer issues
- Track unresolved cases through follow-up and keep ticket records accurate and complete
- Contribute to stronger Customer Happiness and Average Handling Time results
- Resolve questions involving billing, account management, installation, and product functionality
- Record, prioritize, and triage requests received by phone, chat, email, and web
- Set and manage customer expectations while handling challenging interactions
- Communicate professionally and respond to customers promptly
Requirements
- Bachelor’s degree in a technical discipline or equivalent professional experience
- At least five years of experience in technical support or service desk operations, ideally serving B2B or enterprise customers
- Professional experience supporting software in Windows and/or Mac environments
- Familiarity with Adobe products is preferred
- Knowledge of MSI/MSP installers, SMS, GPO, and Apple Remote Desktop is desirable
- Working knowledge of Active Directory, SSO, and cloud technologies
- Excellent written and spoken English with a neutral accent
- Strong analytical thinking and structured problem-solving skills
- Ability to manage multiple tasks in a fast-paced rotational-shift environment
- Customer-focused approach with consultative communication skills
- Strong cultural awareness and adaptability
- Experience in consultative sales or relationship management
- Operational familiarity with enterprise tools and cloud-based platforms
Benefits
- Inclusive workplace culture that values diversity
- Opportunities for professional development and career progression
- Competitive compensation and benefits package
- Chance to contribute to high-impact digital experiences
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