Sr. Manager, Software Engineering at Adobe

San Jose, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Experience leading the design and development of agentic AI systems for troubleshooting and support
Ability to define and execute technical strategy for AI-powered customer support solutions
Proven track record in building, mentoring, and leading high-performing engineering teams of 8-12 engineers and data scientists
Strong collaboration skills with multidisciplinary teams including solution architects, data scientists, engineering teams, product management, and support organizations
Expertise in overseeing end-to-end development lifecycle of intelligent support automation systems and AI agents
Knowledge of implementing automated diagnostic tools, self-service troubleshooting interfaces, and intelligent ticket routing systems
Capability to champion scalable troubleshooting automation solutions targeting high accuracy (90%+), first contact resolution rates (75%+), and ticket volume reduction
Proficiency in establishing engineering best practices for AI model deployment, ensuring reliability, operational excellence, security, and privacy compliance
Experience serving as technical lead for support engineering initiatives and translating complex challenges into scalable AI solutions
Strong partnership skills with Support Engineers, Field Support Consultants, and Customers

Responsibilities

Define and execute the technical strategy for AI-powered customer support solutions within Adobe's AEP portfolio, focusing on troubleshooting and issue resolution
Lead the design and development of agentic AI systems that autonomously diagnose and resolve customer support issues through intelligent automation
Build, mentor, and lead a high-performing engineering team of 8-12 engineers and data scientists, fostering innovation, customer obsession, and technical excellence
Collaborate with engineering teams, product management, and support organizations to integrate AI-powered troubleshooting solutions into AEP
Oversee the end-to-end development lifecycle of intelligent support automation systems and AI agents to transform reactive support into proactive resolution
Drive implementation of automated diagnostic tools, self-service troubleshooting interfaces, and intelligent ticket routing systems in AEP's support experience
Champion development of scalable troubleshooting automation targeting 90%+ automated issue diagnosis accuracy, 75%+ first contact resolution, and reduced ticket volume
Establish engineering best practices for AI model deployment in support systems, ensuring reliability, operational excellence, security, and privacy compliance
Serve as the technical lead for support engineering initiatives, translating troubleshooting challenges into scalable AI-powered solutions
Partner closely with Support Engineers, Field Support Consultants, and Customers

Skills

Software Engineering

Applied AI

AI Agents

Automation

Troubleshooting

Intelligent Diagnosis

Ticket Routing

Self-Service Systems

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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