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 to revolutionize customer support through intelligent automation and AI agents that solve AEP customer issues.
Requirements
- 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
- 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
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
- 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
Other
- 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
- Partner closely with Support Engineers, Field Support Consultants, and Customer Success teams to understand support challenges and translate them into automated engineering solutions
- 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
