Sr. Technical Support Engineer

We seek a Photo Solutions Specialist to help customers using Photoshop, Lightroom, and similar digital imaging tools. This position focuses on resolving technical challenges, boosting product adoption, and improving retention within the digital imaging queue.

Key Skills & Qualifications

• Graduate degree required
• Conversational English with awareness of global communication styles and cultural nuances
• Clear written and spoken communication skills, with the ability to describe complex photo editing and imaging workflows in straightforward language
• Patient, empathetic, and skilled at building customer relationships
• Familiarity with Windows and Mac platforms, including the capability to resolve issues with Photo & Imaging tools
• Hands-on experience with Adobe products such as Photoshop, Lightroom, Lightroom Classic, Camera Raw, or Adobe Express (depth in at least one is a plus)
• Capable of recognizing customer needs and suggesting appropriate features, workflows, or plan upgrades
• Experience collaborating across support, sales, and product teams
• Skilled at translating customer insights into adoption and business outcomes
• Strong time management and ability to meet performance benchmarks across a varied workload

Key Responsibilities

Customer Engagement & Sales Influence

• Match customer workflows to the right Adobe Photo & Imaging solutions to drive value and adoption
• Recognize chances to increase sales by assessing customer requirements and usage behavior, such as feature upgrades and plan adjustments
• Communicate product benefits clearly to support buying decisions and long-term retention
• Guide customers through photo editing and imaging workflows, guidelines, and new features to build lasting platform engagement

Technical Support & Solutioning

• Resolve technical and non-technical customer issues across voice and chat, delivering a strong first-contact experience
• Diagnose issues on Windows and Mac platforms to assist Photo & Imaging products
• Share top issues, product gaps, and customer difficulties with product teams
• Document all interactions accurately to maintain complete customer history

Customer Success & Relationship Management

• Follow through on cases and ensure timely resolution
• Turn challenging interactions into positive outcomes by reading customer sentiment accurately
• Educate customers on workflows, integrations, and high-value use cases
• Build trust with global customers through consistent, proactive communication

Business Intelligence & Insights

• Analyze customer insights, usage metrics, and case patterns to surface actionable findings
• Report recurring issues, emerging trends, and critical customer concerns to internal teams
• Provide feedback that informs product improvements, feature development, and business strategy

What Makes This Role Unique

This role combines technical problem-solving, customer success, and sales influence in Adobe's Photo & Imaging business. You will build how customers experience Photoshop, Lightroom, and the broader digital imaging suite - directly impacting adoption, retention, and growth!

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].

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.