Senior Manager, Product Success Engineering

Overview

Sr Manager, Software Engineering role  Adobe Experience Platform (AEP) Product Success Engineering (PSE) team seeks an innovative engineering leader to lead the development of AI agents, tooling, and automation focused on customer troubleshooting and support solutions.

Your work will help transform how we diagnose, deflect, and resolve customer support challenges by empowering customers with AI-powered troubleshooting capabilities. You will design and develop agentic-first solutions for 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.

You will collaborate with solution architects, data scientists, and cross-functional partners to build scalable troubleshooting systems that set industry benchmarks for customer support engineering and drive measurable improvements in support resolution rates and customer satisfaction.

• Define and execute the technical strategy for AI-powered customer support solutions within Adobe s AEP portfolio, focusing 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.
• 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 with engineering, product management, and support organizations to ensure seamless integration of AI-powered troubleshooting solutions into AEP.
• 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 embedded in AEP s support experience.
• Champion the development of scalable troubleshooting automation solutions targeting high diagnostic accuracy and improved first-contact resolution, while reducing support ticket volume.
• Establish engineering best practices for AI model deployment in support systems, ensuring reliability, security, privacy, and operational excellence.
• Serve as the technical lead for support engineering initiatives and translate complex troubleshooting challenges into scalable AI-powered solutions.
• Partner with Support Engineers, Field Support Consultants, and Customer Success teams to translate support challenges into automated engineering solutions.

• Bachelor s degree in Computer Science, Engineering, or related field; 8+ years of software engineering experience, including 3+ years in engineering leadership managing teams of 5+ engineers.
• Demonstrated expertise in Applied AI/ML with 2-4 years of hands-on experience deploying production AI systems; understanding of LLMs, generative AI, prompt engineering, and RAG architectures.
• Proven experience architecting and delivering medium to large-scale, cloud-native platforms and distributed systems; 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.
• Understanding of B2B SaaS customer support methodologies, automated ticketing, issue classification, and support analytics.
• Strong communication skills to influence stakeholders, present to management, and drive cross-team alignment; ability to hire, develop, and retain engineering talent.

• Experience building self-service diagnostic tools, AI-powered support chatbots, and automated troubleshooting workflows in enterprise SaaS products.
• Knowledge of Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications is a plus.

Our compensation reflects labor costs across U.S. markets. The U.S. pay range for this position is $154,700 – $320,000 annually. Pay within this range varies by location, knowledge, skills, and experience.

In addition, depending on role, eligibility for long-term incentives or other incentives may apply. Specific salary range and incentives will be discussed with the recruiter during hiring.

Adobe is 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. Adobe is committed to accessibility; accommodations are available…