Mgr, Technical Support
Mgr, Technical Support
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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!
At Adobe were changing the world. How We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. Were the ones behind the elegantly designed content that streams across your laptop TV phone and tablet every day-and were the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
Tier3 Support is Adobes Digital Experience top expert team in the Customer Engineering organization responsible for managing blocking issues in areas of promotion to Product Engineering (gatekeeper) release readiness case backlog core team mentoring and customer concerns. As a Manager for Tier3 Support your goal is to lead a tenured team of Technical Support Engineers. You will provide senior level mentorship for technical issues regional support initiatives and account management. You will have successfully led a software and/or SaaS-based technical support team are a creative problem solver who is passionate about customer success case deflection strategies and premium service delivery. We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation.
What youll do
- Direct management responsibilities for all designated resources team objectives morale and culture
- Motivate the team to deliver exceptional customer experiences
- Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
- Attract hire and retain top talent for each functional role
- Evaluate measurement criteria to evaluate trends in organizational performance including: customer satisfaction operating efficiency and product quality
- Advocate for your team to drive global visibility and collaborate across boundaries on process improvements customer concerns and local business objectives
- Engaging in support of key accounts and critical issue management
- Own one or more global programs for the Support leadership team
- Partner with the Customer Success and Engineering leadership team to drive efficiency with product teams
What youll need to succeed
- Minimum of 3 years of experience managing people in a fast-paced enterprise-level critical software support environment.
- Core skills/competencies include Leadership Customer Relations Performance Management Process Management Data Analysis Problem Solving Effective Communication Business Insight and Technical Curiosity
- Act as a role model to others: sets an example of integrity ethical behavior and professionalism
- Outstanding organizational skills: capable of prioritizing managing multi-tasking and completing projects across various functions
- Superior communications skills (presentation written and verbal) to effectively interact with all levels of professional staff. Ability to explain complex concepts simply
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
- Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus
At Adobe you will be immersed in an exceptional 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 unique Check-In approach where ongoing feedback flows freely. If youre looking 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. Learn more about a day in the life at Adobe: 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 $$221600 annually. Paywithin this range varies by work locationand may also depend on job-related 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 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. State-Specific Notices: California: Fair Chance Ordinances Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances. Colorado: Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting) the application window will remain open until at least the date and time stated above in Pacific Time in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location no specific application window applies and the posting may close at any time based on hiring needs. Massachusetts: Massachusetts Legal Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Adobe is proud to be anEqual Employment Opportunityemployer. 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 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 .
Required Experience:
Manager
Employment Type
Full-Time
