Understand customer workflows and position the right Adobe Video solutions to maximize 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, best practices, and new feature enhancements to ensure platform stickiness.
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 pain points.
Provide accurate documentation of all interactions to maintain seamless customer history.
Demonstrate accountability by following through on cases and ensuring timely resolution.
Interpret customer sentiment and turn challenging interactions into positive outcomes.
Educate customers on best workflows, integrations, and value-driven use cases.
Analyze customer insights, usage metrics, and case patterns to derive actionable insights.

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 support 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, with the ability to balance a diverse workload and meet performance KPIs.
Awareness of global communication styles, accents, and cultural nuances.

Technical Support Engineer

Key skills