About the Opportunity
We are looking for a Support Service Manager to join the Customer Engineering team, supporting customers on the Ultimate Support Plan. This is a customer-facing role where you'll work closely with enterprise customers and Adobe's internal technical teams to ensure a seamless support experience, timely issue resolution, and proactive communication throughout the support lifecycle.
Key Responsibilities
- Partner with the Technical Account Manager (TAM) to deliver a premium support experience for Ultimate Support customers.
- Review and manage assigned customer support cases on a daily basis, ensuring timely updates based on business impact and priority.
- Coordinate with customers and internal technical teams to drive issue resolution and maintain clear communication.
- Own and manage critical support incidents until resolution.
- Conduct regular support case review meetings with customers, providing visibility into progress and next steps.
- Participate in service review meetings by sharing support performance, trends, and improvement opportunities.
- Define and track Service Improvement Plans in collaboration with internal support teams.
- Perform Root Cause Analysis (RCA) for significant customer-impacting incidents and communicate findings through customer-facing statements.
- Provide support health insights and overall technical health updates for assigned customers.
Key Skills
- Enterprise Technical Support
- Customer Communication
- Incident & Escalation Management
- Stakeholder Management
- Case / Ticket Management
- Root Cause Analysis (RCA)
- Service Improvement Planning
- ITIL / Incident Management (Preferred)
Preferred Background
Candidates with experience in Enterprise Technical Support, Application Support, SaaS Support, Service Delivery, Incident Management, or Customer Support who have worked with enterprise customers and coordinated with multiple technical teams.
Pay: ₹500,000.00 - ₹520,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- What is your current CTC ?
- What is your notice period ?
Work Location: In person
