JOB LEVEL
M50
EMPLOYEE ROLE
People Manager
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
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
Product & Technical Execution
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
Cross-Functional Partnership
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
Customer Support & B2B SaaS Expertise
Understanding of B2B SaaS customer support methodologies, including automated ticketing systems, issue classification, and support analytics
Leadership & Communication
Proven ability to hire, develop, and retain engineering talent while fostering collaborative, high-performance team cultures focused on customer support outcomes
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $160,200 -- $320,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In California, the pay range for this position is $221,000 - $320,000
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.
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is proud to be anEqual 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.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, emailaccommodations@adobe.com or call (408) 536-3015.
