Technical Support Engineer 2

Our Company

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Job Summary:

We are seeking an experienced and customer-focused Sr. Technical Support Consultant to join our 24x7 Enterprise Grade Support team. In this role, you will provide advanced technical support for Adobe Frame to enterprise customers via chat and email. You will be responsible for triaging issues, resolving complex and escalated technical problems, handling escala ons, and mentoring frontline teams to ensure a world-class customer experience.

Key Responsibili es:

• Be part of a 24x7 Enterprise Grade Frame IO SME team
• Provide Tier 2 technical support to Adobe Frame IO customers across Windows and MacOS pla orms.
• Provide direct Support to Enterprise customers.
• Handle support requests through chats and emails.
• Triage, priori ze, and resolve customer issues with a focus on First Call Resolu on.
• U lize customer insights and case history to personalize upsell recommenda ons, ensuring relevance and customer value.
• Accurately log all customer interac ons, incidents, and service requests in the CRM/case management system.
• Use internal knowledge bases and technical documenta on to provide accurate and mely solu ons.
• Escalate unresolved or complex issues to appropriate internal and engineering teams following escala on protocols.
• Support so ware installa on, deployment, and configura on ac vi es for licensed users.
• Guide customers through troubleshoo ng steps, providing clear and concise instruc ons.
• Effec vely manage irate customer situa ons with empathy, ac ve listening, and professionalism.
• Ensure mely customer follow-ups and updates within defined SLAs.
• Proac vely iden fy and report recurring issues, feature requests, and emerging trends to management and Engineering team.
• Con nuously update technical knowledge and skills to stay current with product updates and support best prac ces.
• Contribute to the improvement of support processes and documenta on.
• Maintain a strong understanding of features and usage via hands-on experience and training.

Required Qualifica ons:

• Bachelor's degree in a technical discipline (Computer Science, IT, Engineering, etc.
• Minimum 4 years of experience in Technical Support, Service Desk, Desktop Support, or similar roles.
• Should not be in any Performance Improvement Plan in the last 2 years
• Proficient in suppor ng enterprise customers and business-cri cal environments.
• Strong verbal and writen communica on skills in English with a neutral accent.
• Demonstrated ability to manage a diverse workload in a team-oriented environment.
• Hands-on experience with so ware and browser-based troubleshoo ng in Windows and/or macOS.
• Familiarity with remote desktop tools and help desk pla orms.
• Experience suppor ng or using Frame IO, Premiere pro, A er Effects and other Video Edi ng products is a strong advantage.

Preferred Qualifica ons:

• Understanding of Frame IO, Premiere Pro, A er Effects, and Other Video Edi ng so wares
• Basic knowledge of Ac ve Directory, SSO, and cloud-based technologies.
• Familiarity with enterprise IT environments and B2B support opera ons.
• Ability to recognize and adapt to different cultural and regional communica on styles.
• Strong problem-solving and analy cal skills with a customer-first mindset.
• Experience with knowledge base usage and documenta on best prac ces.

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