Senior Manager, Product Success Engineering

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 capabilitiesLead the design and development of agentic AI systems that autonomously diagnose and resolve customer support issues through intelligent automationTeam 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 automationCollaborate effectively with engineering teams, product management, and support organizations to ensure seamless integration of AI-powered troubleshooting solutions into AEPProduct & 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 resolutionDrive the implementation of automated diagnostic tools, self-service troubleshooting interfaces, and intelligent ticket routing systems embedded directly into AEP's support experienceSupport 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 volumeEstablish engineering best practices for AI model deployment in support systems, ensuring reliability and operational excellence while maintaining compliance with security and privacy standardsCross-Functional Partnership Serve as the technical lead for support engineering initiatives, translating complex troubleshooting challenges into scalable AI-powered solutionsPartner closely with Support Engineers, Field Support Consultants, and Customer Success teams to understand support challenges and translate them into automated engineering solutionsRequired 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+ engineersDemonstrated 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 architecturesTechnical 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 patternsStrong background in customer support platforms, diagnostic systems, and automated troubleshooting tools, with experience building real-time issue detection and resolution systemsProduct and customer mindset, with ability to translate customer support challenges into scalable, automated solutions that improve resolution ratesCustomer Support & B2B SaaS Expertise Understanding of B2B SaaS customer support methodologies, including automated ticketing systems, issue classification, and support analyticsExperience working with customer-facing support engineering teams or technical support organizations, with demonstrated ability to translate support feedback into product improvementsLeadership & Communication Strong communication skills with the ability to influence stakeholders, present to management, and drive alignment across technical and support teamsProven ability to hire, develop, and retain engineering talent while fostering collaborative, high-performance team cultures focused on customer support outcomesPreferred Qualifications Experience building self-service diagnostic tools, AI-powered support chatbots, and automated troubleshooting workflows into enterprise SaaS productsKnowledge of customer support platforms, ticketing systems, and support analytics toolsExpertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plusAbout AdobeAdobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let's Adobe togetherAt Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.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 protected characteristic. Learn more.Adobe aims to make our Careers website and recruiting process 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, email accommodations@ or call +1 408-536-3015. AI Use Guidelines for Interviews:Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.At Adobe, we empower employees to innovate with AI - and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it's restricted during live interviews. See how we think about AI in the hiring experience.Expected Pay Range: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 - $320,000At 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 OrdinancesAdobe 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 NoticeIf 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 NoticeIt 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.

Created: 2026-04-02