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• Work directly with Regional Tier 2 and TAM support consultants and all GEO’s Stake holders on product issues to investigate and resolve escalated customer cases. Escalated support cases are transferred into the TRT consultant's work queue. • As a key member of the TRT team in Noida, Providing in-depth technical support to new and existing Adobe Customers, Partners, SEs for their Applications for the Americas/EMEA/ APAC Regions along with handling Exec Escalations. • Set up reproducible test cases to model reported product defect behavior on a variety of hardware and software platforms. • Proactively meet with Tier 2/TAM consultants to review open support cases and provide direction / next steps, in advance of formal escalation requests. • Evaluate customer requests for engineering hot fixes based on defined criteria. • Interface with engineering teams to manage the hot fix process for assigned escalations. Communicate requirements to Engineering (and management), validate bug reports, communicate issue status to Tier 2/TAM (and Support management), validate hot fix (functional testing). • Contribute to the online knowledge base by regularly writing and reviewing technical articles ("Tech Notes") for publication on the support web site. Coordinating and working closely with team members to ensure smooth progress of Process work. • Managing case assignment through E-mails and Chat Support on technical as well as customer services based issues. • Monitoring issues of customers on social media channels Like Facebook & Twitter with regular follow ups in providing them quick resolutions. • Actively participating on Adobe forums to keep a check on Issues reported by customers to be taken care off. • Handling Customer queries through SLA bound CCRT Tool (Customer Care response tool) to action ADHOC Escalated queries for the customer. • Providing feedbacks and suggestions on modifying Process SOP’s (Standard Operating Procedures) to refrain process gap.