Sr. Manager, Software Engineering

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