Product Support Representative

Role Overview

• Provide support to Adobe resellers, distributors, and channel partners through case management systems
• Handle queries related to partner onboarding, account setup, licensing activation, subscription management, and entitlement issues
• Guide partners on using Adobe Partner Admin Console and Marketplace platforms
• Manage incoming partner support requests through ticketing platforms such as Salesforce, Zendesk, or ServiceNow
• Perform root cause analysis and troubleshooting for partner-related issues
• Escalate complex issues to Level 2 support, Engineering, or Operations teams when required
• Deliver high-quality support to ensure partner satisfaction and operational efficiency

Requirements

• 2–5 years of experience in customer support, technical support, or partner support roles
• Experience working with B2B customers, channel partners, or reseller ecosystems
• Experience with ticketing tools (Salesforce, Zendesk, ServiceNow, Freshdesk)
• Knowledge of SaaS platforms, subscription licensing models, and cloud software support
• Familiarity with CRM tools, case management systems, and partner portals

Tech Stack

• Cloud
• ServiceNow

Benefits

• Health insurance
• Professional development
• Paid time off