Technical Product Consultant III at Adobe

Noida, Uttar Pradesh, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Digital MarketingIndustries

Requirements

At least five years’ experience in a customer support environment, preferably in a high-tech enterprise setting
Working experience with Adobe Target (Mandatory)
Adobe Target Architect Master Certification (Mandatory)
Regularly demonstrates advanced ability to interpret customer business needs and issue impact to both the customer and Adobe; ability to communicate the business impact effectively to internal associates
Demonstrates Intermediate to Expert troubleshooting skills
Accelerated ability to comprehend and simulate/replicate customer-reported issues, leveraging all relevant channels of knowledge (documentation, communities, knowledgebase, peers, etc.)

Responsibilities

First point of contact for customer concerns relating to technical issues
Customer advocate and represent their needs with internal product teams
Provide extremely timely response/resolution to technical and product inquiries
Provides resolution results within established Service Level Agreement Guidelines
Awareness of Customer business priorities & key events
Provides proactive Issue Status updates to required parties
Record and document all issues related to customers within established process guidelines
Troubleshoot/qualify cases before escalating to Engineering
Answer questions regarding product functionality and usage
Enable product features included in the contract that the customer can’t enable themselves through the admin console
Troubleshoot implementation problems
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors; exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results; networks with key contacts outside areas of own expertise; may have matrix reporting relationships across business units
Uses professional concepts and Adobe objectives to resolve a wide range of difficult issues in creative and effective ways
Occasionally needs to engage subject matter experts in situations warranting a deeper level of knowledge/expertise
Regular collaboration with the team via scrums, queue bashes, and other interactions to learn new concepts and resolve complex issues, sometimes leading the sessions
Document all customer cases fully, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews
When necessary, go on-site to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise

Skills

Key technologies and capabilities for this role

Adobe TargetTechnical SupportCustomer EscalationDigital ExperienceTroubleshootingCustomer AdvocacyCase Documentation

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment position.

Is remote work allowed, or is on-site presence required?

The role may require on-site visits when necessary to expedite technical issue resolution or for customer experience improvement, but daily remote work details are not specified.

What skills are required for the Technical Product Consultant III role?

Key skills include troubleshooting complex technical issues, providing timely resolutions within SLAs, documenting customer cases thoroughly, customer advocacy, and in-depth analysis of variable factors with judgment in methods and networking across teams.

What is Adobe's company culture like?

Adobe is passionate about empowering people to create exceptional digital experiences, committed to hiring the best talent, fostering respect and equal opportunity, and encouraging new ideas from everywhere in the organization.

What makes a strong candidate for this Technical Product Consultant role?

Strong candidates excel at handling complex technical issues with in-depth analysis, provide proactive and timely customer support, document thoroughly, advocate for customers internally, and can network across teams to resolve escalations effectively.

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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