Technical Program Manager Customer Engineering
Technical Program Manager Customer Engineering
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 133900 - 242000
1 Vacancy
Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.
Were 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 handson technically both building directly and working with other teams for tools the allow for scale and automation. The north star is to uplevel the skills AND toolset of the support team in order to eliminate their reliance on the engineering team for nonproduct 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 overarching 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 youll 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 nondefect 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 onsite 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
- Developerlevel 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 outofthebox to creatively resolve advanced development problems
- Debugging of customer code and ability to partner with developers on product defects
- Experience in a widerange of computer operating systems and software with emphasis on installation troubleshooting upgrading integration and client/server operations is desired.
- Ability to multitask 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 CheckIn approach where ongoing feedback flows freely.
Want to make an impact Adobes 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 positionis $133900 $242000 annually. Paywithin this range varies by work locationand may also depend on jobrelated knowledge skillsand 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 shortterm incentives are in the form of sales commission plans. Nonsales roles starting salaries are expressed as base salary and shortterm incentives are in the form of the Annual Incentive Plan (AIP).
In addition certain roles may be eligible for longterm 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 anEqual Employment Opportunityand 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.
Adobe aims to make Adobe accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process emailor call.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each others employees.
Required Experience:
Manager
Employment Type
Full-Time
