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!

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.

• 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

• 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,…