Technical Program Manager, Customer 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!

The Practice Lead for Customer Engineering will lead the partnership between the Support team within Customer Engineering and Product Engineering for Adobe Experience Platform (AEP). They will be the primary owner of the service level targets tied to this partnership. They will also be responsible for the strategy and development of troubleshooting tools for AEP Customer Engineering.
 

Key elements of the role involve establishing solid working relationships across technical teams, coordinating reviews of targets, and implementing strategies to help improve them each quarter. This leader will also be hands-on technically, both building directly and working with other teams for tools the allow for scale and automation. The north star is to up-level the skills AND toolset of the support team in order to eliminate their reliance on the engineering team for non-product defects.

This is an individual contributor role, but it needs to be a proactive leader. Somebody ready today to interface and lead among managers.

The over-arching goal is to ensure that you can help the team anticipate and avoid issues, identify and mitigate against risk, and will lead projects to scale your expertise across the organization. You will also lead trainings and develop documentation to empower the teams and customers.

What you'll do:

• Ongoing partnership between the Customer Engineering Support team and Engineering, supervising the "Promote to Engineering" (P2E) flow
• This includes an ongoing P2E rollout at a global level for AEP, with quarterly accountability reviews
• Assisting with organization structure & logistics on supporting projects
• P2E Action Flows: Quarterly accounting on actions taken for non-defect requests with focus on "scalable" prevention
• Toolset Strategy: Work with senior team members on troubleshooting tools roadmap, OASIS, and identifying tools to which we need access and building new tooling.
• Also being proactive with getting more of GLASS features into hands of customers for deflection.
• Rotations of T3 into ENG → Establish schedule for strategic placement of T3 team with ENG partners
• First pass at identifying new case types we could/should be resolving without P2E
• Work high priority and escalated technical issues
• Provide on-site assistance as needed to resolve product issues
• Product content creation (KB articles, whitepapers, forum participation)
• Provide Knowledge Transfer sessions to help reduce critical issues into Adobe

What you need to succeed

• Proven experience in a customer engineering environment in a lead technical role
• Superb communication skills, both written and verbal, and ability to use them to create and deliver technical enablement.
• Ability to systematically and effectively solve problems while ensuring customer satisfaction within stated service level goals
• Solid ability to identify, research and quantify business problems using statistical analyses on large data sets
• Proven ability to diagnose and solve complex analytic implementation issues
• Developer-level technical prowess with JavaScript, jQuery, HTML and CSS
• Experience with SQL and database management.
• Experience with data insertion and reporting APIs, SOAP, REST and PHP
• Thinks ‘out-of-the-box’ to creatively resolve advanced development problems
• Debugging of customer code, and ability to partner with developers on product defects
• Experience in a wide-range of computer operating systems and software with emphasis on installation, trouble-shooting, upgrading, integration and client/server operations is desired.
• Ability to multi-task and prioritize job requirements
• Experience with AI and automation initiatives
• Displays a genuine interest and passion to learn and grow
• Experience with project management
• Ability to influence multiple departments on large initiatives and get agreement from senior leadership
   

At Adobe, our people are immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely.

Want 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 an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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 $133,900 -- $242,000 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.

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.

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.
 

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