Mohammad Aamir Khan
Senior Product Support Engineer | Digital Video & SaaS Specialist | Premiere Pro & Creative Cloud Escalations
Delhi,DL
Summary
Senior Product Support Engineer with 18+ years in SaaS, digital-video and enterprise support — 12+ years embedded in Adobe’s Creative Cloud ecosystem (Premiere Pro, After Effects, Audition). I specialize in L3 escalation ownership, media workflows, GPU/rendering and plugin diagnostics, and end-to-end installation/ licensing architectures.
I solve high-impact technical issues for professional video creators and enterprise customers: reproducing defects, coordinating with engineering for fixes, and delivering retention-saving resolutions that improve CSAT and protect revenue. I’m comfortable with both Windows and macOS diagnostics, log analysis, and complex codec/rendering workflows.
Seeking Senior Specialist / Escalation SME / Product-facing technical roles where I can combine deep troubleshooting skills with cross-functional leadership to accelerate bug resolution and improve customer outcomes.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
3
3
Language
Work History
Senior Technical Support Consultant – DVA
Adobe
Noida, Uttar Pradesh
01.2014 - Current
- January 2014 till Date
- Owned L3 escalations across the Creative Cloud Digital Video & Audio product suite (Premiere Pro, After Effects, Audition), driving end-to-end investigation and resolution.
- Diagnosed and resolved complex rendering, codec, synchronization, GPU and plugin conflict issues across Windows and macOS, enabling timely release validations.
- Reproduced bugs and collaborated directly with Engineering to create actionable defect reports and test validation cases.
- Led installation architecture support for Creative Cloud: licensing, cross-device activation, installer troubleshooting, and subscription billing dispute resolution to protect revenue.
- Managed pre- and post-production workflow troubleshooting for professional creators; delivered first-call resolutions in high-impact customer retention scenarios.
- Recognized consistently for top CSAT performance and selected for specialized DVA & Installation teams.
Tools/Technologies: Premiere Pro, After Effects, Audition, Creative Cloud Desktop, XML workflows, MP4/MOV/AVI/MPEG, GPU diagnostics, log analysis, CRM systems.
Global Account Manager
HCL Technologies
Noida, Uttar Pradesh
03.2012 - 10.2013
- ACTIVE DIRECTORY Admin for in-Transition "Inventiv Health"
- Handling 18+ domains for client support
- Handling Access, Change and Exit Management through Active Directory
- Coordination with Service Desk and Remote Desktop Support to achieve accelerated resolution.
- Working on P1 requests service requests and incidents.
- Active Participation in Conference calls with HCL and Client Management Team.
Project Manager
Piexsys Technologies
Delhi
01.2010 - 01.2012
- Assisting Web Developers in Creating Web Portals for Schools & Colleges
- Resolving Technical queries and up-selling Web-based Services through coordinating.
Account Manager, SENIOR TECHNICAL RESOLUTION EXPERT
DELL International
Gurgaon, Haryana
10.2007 - 07.2010
- Delivered technical resolution and account management for UK/US enterprise customers; drove upsell opportunities.
- Dedicated, to Key Clients to impart swift services in real-time and up- selling New Concepts and Services as per their needs
- Handling inbound Sales Calls for UK Clients & closing the same with upselling
- Heat check for Sales and technical queries with assistance for resolution
- Escalation Handling
- Revenue & Margin generation
- Incident Management
- Dell Financial Services promotion and closure
- Hardware & software Support
- Upselling DELL's Products and Services
Education
MBA - Human Resources Management
Shobhit University
Uttar, Pradesh 03.2013 - 06.2015
BBA - Business Management
AIMT
New Delhi 03.2004 - 05.2007
Xth - XIIth - General Studies
JD Tytler School
New, DelhiSkills
Social Media, Forums, Emails, Chats and Calls Handling
English,Hindi,Urdu
Escalation Handling
Certification
Digital Marketing
Accomplishments
- Digital Video Support (Premiere Pro, After Effects)
- L3 Escalation Management
- Media Formats & Codec Troubleshooting
- GPU / Rendering Diagnostics
- SaaS Installation & Licensing
- Log Analysis & Bug Reproduction
- Customer Retention Strategy
- Cross-functional Engineering Coordination
- Windows & macOS Diagnostics
- CRM / Ticketing Systems
Timeline
Artificial Intelligence
12-2026
Adobe Certified Professional - Premiere Pro
10-2025
Digital Marketing
04-2017
Data Recovery
01-2015
Senior Technical Support Consultant – DVA
Adobe
01.2014 - Current
MBA - Human Resources Management
Shobhit University
03.2013 - 06.2015
Global Account Manager
HCL Technologies
03.2012 - 10.2013
Project Manager
Piexsys Technologies
01.2010 - 01.2012
Account Manager, SENIOR TECHNICAL RESOLUTION EXPERT
DELL International
10.2007 - 07.2010
BBA - Business Management
AIMT
03.2004 - 05.2007
Xth - XIIth - General Studies
JD Tytler School
Hobbies
Singing
Writing Poetry
Reading Books
Making Friends
Hobbies
Singing
Writing Poetry
Reading Books
Making Friends