Job Title: Enterprise Technical Support Expert
We are seeking an experienced Enterprise Technical Support Expert to join our team, providing top-notch support to enterprise customers.
The primary objective is to anticipate and prevent potential issues, proactively identify and mitigate risks, and ensure a seamless, positive customer experience.
Key Responsibilities:
* Investigate and resolve complex technical issues across Adobe products, particularly for enterprise customers.
* Take ownership of critical support cases escalated from frontline teams and ensure timely, professional resolution.
* Communicate effectively with internal teams (Engineering, Product, Support Operations) to drive issue resolution.
* Analyze system logs to identify root causes and provide fixing paths.
* Ensure customer communication remains clear, timely, and empathetic throughout the blocking issue lifecycle.
* Contribute to support readiness by documenting findings, updating knowledge base articles, and sharing standard methodologies.
* Participate in case reviews, feedback sessions, and continuous improvement initiatives.
Required Skills & Qualifications
* Fluency in German and English (both written and spoken) is mandatory.
* 3+ years of experience in technical support, ideally in SaaS or enterprise environments.
* Strong analytical skills, with experience in handling login/access issues, configuration problems, account-based errors, knowledge of SSO, Adobe Creative Cloud and Adobe Document Cloud.
* Ability to read and analyze log files and technical output.
* Excellent communication skills with both technical and non-technical collaborators.
* Demonstrated capability in handling time-sensitive blocking issues with composure and clarity.
* Knowledge of installer/deployment technologies.
* Diligent with strong documentation and follow-up practices.
* Proficiency in MacOS and Windows Operating Systems.
* Ability to diagnose technical issues within Adobe environments is a plus.
Preferred Qualifications
* Familiarity with Adobe products and enterprise support workflows.
* Experience participating in reviews for blocking issues or driving multi-functional resolution.
* Strong collaboration skills, with a proactive attitude toward problem-solving.
* Knowledge of Terminal Server technologies and JavaScript a bonus.
* Proficient in Office 365 apps, expert in Excel and PowerPoint.
* Adaptability to fast-changing environments and teamwork.
* Good communication skills are crucial for handling technical information and collaborating with internal teams, management, and customer-facing discussions.
* The successful candidate must also demonstrate leadership skills in guiding projects and mentoring colleagues.