Senior Manager, Technical Support - Remote

Overview

The Senior Manager, Technical Support will lead a high-performing team focused on delivering exceptional customer experiences for Adobe’s products and solutions, blending technical support excellence with strategic sales alignment.

In Short

• Lead and develop a technical support team.
• Drive customer satisfaction through effective issue resolution.
• Champion a sales-aware attitude in the support culture.
• Collaborate with GTM and Customer Success teams.
• Develop frameworks for identifying and routing potential leads.
• Implement support processes and standard methodologies.
• Monitor metrics and use analytics for improvement.
• Act as a main contact for critical customer issues.
• Recruit and mentor a high-performing team.
• Define a long-term vision for intelligent support.

Requirements

• Graduate from a reputed university in Computer Science or related field.
• 12+ years of experience in technical support and customer success.
• 5+ years in a leadership role.
• Experience in SaaS environments.
• Collaboration skills with cross-functional teams.
• Excellent leadership and coaching skills.
• Familiarity with Adobe product suites is a plus.
• Proficient in communicating complex information.
• Ability to navigate ambiguity and drive change.
• Deeply invested in delivering exceptional customer experiences.

Benefits

• Exceptional work environment.
• Ongoing feedback and professional growth opportunities.
• Equal Employment Opportunity employer.
• Accessible workplace for individuals with disabilities.
• Supportive colleagues committed to helping each other.