Adobe · 7 hours ago
Sr. Manager, Software Engineering
San Jose, CA
Full-time
Onsite
Senior Level, Lead/Staff
$160K/yr - $320K/yr
8+ years expAdobe is a company focused on changing the world through digital experiences. They are seeking a Sr. Manager of Software Engineering & Applied AI to lead the development of AI agents and automation aimed at enhancing customer support solutions.
Artificial Intelligence (AI)ConsultingEnterprise SoftwareGraphic DesignImage RecognitionPhoto EditingSaaSSoftwareUX DesignWeb Design
Responsibilities
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
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
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
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
Serve as the technical lead for support engineering initiatives, translating complex troubleshooting challenges into scalable AI-powered solutions
Partner closely with Support Engineers, Field Support Consultants, and Customer Success teams to understand support challenges and translate them into automated engineering solutions
Qualification
Required
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+ engineers
Demonstrated 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 architectures
Proven experience architecting and delivering medium to large-scale, cloud-native platforms and distributed systems, with 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, including automated ticketing systems, issue classification, and support analytics
Experience working with customer-facing support engineering teams or technical support organizations, with demonstrated ability to translate support feedback into product improvements
Strong communication skills with the ability to influence stakeholders, present to management, and drive alignment across technical and support teams
Proven ability to hire, develop, and retain engineering talent while fostering collaborative, high-performance team cultures focused on customer support outcomes
Preferred
Experience building self-service diagnostic tools, AI-powered support chatbots, and automated troubleshooting workflows into enterprise SaaS products
Knowledge of customer support platforms, ticketing systems, and support analytics tools
Expertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plus
Benefits
Long-term incentives in the form of a new hire equity award
Company
Adobe
Adobe is a software company that provides its users with digital marketing and media solutions.
10001+ employees
H1B Sponsorship
Adobe has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1160)
2024 (1217)
2023 (750)
2022 (878)
2021 (742)
2020 (477)
Funding
Current Stage
Public CompanyTotal Funding
$2.5MKey Investors
Apple
1986-08-20IPO
1984-10-01Series Unknown· $2.5M
Leadership Team
Shantanu Narayen
CEO
Dan Durn
Chief Financial Officer
Recent News
2025-12-30
Morningstar.com
2025-12-29
Company data provided by crunchbase