- Senior
- Escritório em San Jose
Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!
About the Role
The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking an innovative Sr Manager of Software Engineering & Applied AI to lead the development of AI agents, tooling, and automation focused specifically on customer troubleshooting and support solutions. Our team seeks to revolutionize customer support through intelligent automation and AI agents that solve AEP customer issues. Your work will help fundamentally transform how we diagnose, deflect, and resolve customer support challenges by empowering customers directly with AI-powered troubleshooting capabilities.
As an engineering leader, you will be responsible for the design and development of Agentic-first solutions focused on the Troubleshooting & Support domain: solving AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities.
In this role, you will collaborate with other members of our multidisciplinary team, including solution architects and data scientists, to build scalable troubleshooting systems that establish our commitment to setting new industry benchmarks for customer support engineering while driving measurable improvements in support resolution rates and customer satisfaction.
Key Responsibilities
Technical Leadership & Strategy
Define and execute the technical strategy for AI-powered customer support solutions within Adobe's AEP portfolio, focusing specifically on troubleshooting and issue resolution capabilities
Lead the design and development of agentic AI systems that autonomously diagnose and resolve customer support issues through intelligent automation
Team Management & Development
Build, mentor, and lead a high-performing engineering team of 8-12 engineers and data scientists, fostering a culture of innovation, customer obsession, and technical excellence in support automation
Collaborate effectively with engineering teams, product management, and support organizations to ensure seamless integration of AI-powered troubleshooting solutions into AEP
Product & Technical Execution
Oversee the end-to-end development lifecycle of intelligent support automation systems and AI agents that transform reactive support into proactive, automated issue resolution
Drive the implementation of automated diagnostic tools, self-service troubleshooting interfaces, and intelligent ticket routing systems embedded directly into AEP's support experience
Support Engineering Innovation
Champion the development of scalable troubleshooting automation solutions targeting 90%+ automated issue diagnosis accuracy, 75%+ first contact resolution rates, and measurable reduction in support ticket volume
Establish engineering best practices for AI model deployment in support systems, ensuring reliability and operational excellence while maintaining compliance with security and privacy standards
Cross-Functional Partnership
Serve as the technical lead for support engineering initiatives, translating complex troubleshooting challenges into scalable AI-powered solutions
Partner closely with Support Engineers, Field Support Consultants, and Customer Success teams to understand support challenges and translate them into automated engineering solutions
Required Qualifications
Educational Foundation & Core Experience
Bachelor's degree in Computer Science, Engineering, or related technical field, with 8+ years of software engineering experience, including 3+ years in engineering leadership roles managing teams of 5+ engineers
Demonstrated expertise in Applied AI/ML with 2-4 years of hands-on experience deploying production AI systems, including understanding of LLMs, generative AI, prompt engineering, and RAG architectures
Technical Leadership & Architecture
Proven experience architecting and delivering medium to large-scale, cloud-native platforms and distributed systems, with expertise in microservices, API design, and enterprise integration patterns
Strong background in customer support platforms, diagnostic systems, and automated troubleshooting tools, with experience building real-time issue detection and resolution systems
Product and customer mindset, with ability to translate customer support challenges into scalable, automated solutions that improve resolution rates
Customer Support & B2B SaaS Expertise
Understanding of B2B SaaS customer support methodologies, including automated ticketing systems, issue classification, and support analytics
Experience working with customer-facing support engineering teams or technical support organizations, with demonstrated ability to translate support feedback into product improvements
Leadership & Communication
Strong communication skills with the ability to influence stakeholders, present to management, and drive alignment across technical and support teams
Proven ability to hire, develop, and retain engineering talent while fostering collaborative, high-performance team cultures focused on customer support outcomes
Preferred Qualifications
Experience building self-service diagnostic tools, AI-powered support chatbots, and automated troubleshooting workflows into enterprise SaaS products
Knowledge of customer support platforms, ticketing systems, and support analytics tools
Expertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plus
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
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