Adobe
Director of Software Engineering & Applied AI (Level 6) – Product Success Engine
Adobe, San Jose, California, United States, 95199
Overview
Director of Software Engineering & Applied AI (Level 6) – Product Success Engineering, Adobe Experience Platform 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 committed to creating exceptional employee experiences with equal opportunity for all. The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking a Director of Software Engineering & Applied AI to lead the development of AI agents, tooling, and automation to help customers directly support, operate, and scale their end-to-end AEP and Apps implementation. Our team aims to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio, transforming how we serve, support, and accelerate time-to-value for our customers by empowering them with engineering best practices. Responsibilities
Troubleshooting & Support: Solve AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities. Run & Operate: Proactively monitor, remediate, and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows, performance optimization agents, and predictive scaling mechanisms that maintain customer-specific implementation reliability. Adoption & Value: Advise, accelerate, and grow AEP customer adoption and value realization through customer journey intelligence systems, use case & feature adoption recommendations, and usage pattern analysis tools. As the engineering leader, you will collaborate with other members of our multidisciplinary team, including solution architects and data scientists, to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes. Key Responsibilities
Strategic Leadership & Vision : Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes. Team Management & Organizational Development : Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence. Product & Technical Execution : Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations. Customer Success Engineering Innovation : Champion scalable automation solutions targeting 85%+ first contact resolution, 99.9%+ platform uptime, and measurable customer health score improvements; establish engineering best practices for AI model deployment, system reliability, and operational excellence with security and privacy compliance. Cross-Functional Partnership & Influence : Serve as the technical voice of customer success engineering in executive forums; partner with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to translate challenges into scalable solutions. Qualifications
Bachelor's degree in Computer Science, Engineering, or related field; 10+ years of software engineering experience, including 5+ years in engineering leadership with teams of 10+ engineers. Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on production AI systems experience, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures. Proven track record architecting large-scale, cloud-native platforms and distributed systems; expertise in microservices, API design, and enterprise integration patterns. Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture; experience building real-time decision engines and predictive modeling systems. Customer success & B2B SaaS expertise: health scoring, churn prediction, adoption analytics, and expansion revenue optimization; experience leading customer-facing engineering teams or technical account management. Excellent communication skills with the ability to influence senior stakeholders and drive alignment across technical and business teams; experience hiring, developing, and retaining top engineering talent. Preferred: experience embedding self-service BI, AI-powered recommendations, and workflow automation into enterprise SaaS products; knowledge of Adobe Experience Platform (AEP) and related certifications a plus. Why Join Us?
Lead the development of cutting-edge AI-powered success enablement solutions that transform how businesses adopt and realize value from AEP. Gain a unique customer-oriented, end-to-end perspective across the AEP + Apps portfolio. Enable internal Adobe teams and external customers to deploy high-impact AEP use cases with speed, efficiency, and measurable results. Collaborate with experts in MarTech, AI-driven personalization, and digital experience analytics. Competitive compensation, stock options, and a culture of innovation and inclusion. Compensation & Notices
State-specific notices and equal employment opportunity information are included as required. Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Accommodation requests: accommodations@adobe.com or (408) 536-3015.
#J-18808-Ljbffr
Director of Software Engineering & Applied AI (Level 6) – Product Success Engineering, Adobe Experience Platform 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 committed to creating exceptional employee experiences with equal opportunity for all. The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking a Director of Software Engineering & Applied AI to lead the development of AI agents, tooling, and automation to help customers directly support, operate, and scale their end-to-end AEP and Apps implementation. Our team aims to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio, transforming how we serve, support, and accelerate time-to-value for our customers by empowering them with engineering best practices. Responsibilities
Troubleshooting & Support: Solve AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities. Run & Operate: Proactively monitor, remediate, and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows, performance optimization agents, and predictive scaling mechanisms that maintain customer-specific implementation reliability. Adoption & Value: Advise, accelerate, and grow AEP customer adoption and value realization through customer journey intelligence systems, use case & feature adoption recommendations, and usage pattern analysis tools. As the engineering leader, you will collaborate with other members of our multidisciplinary team, including solution architects and data scientists, to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes. Key Responsibilities
Strategic Leadership & Vision : Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes. Team Management & Organizational Development : Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence. Product & Technical Execution : Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations. Customer Success Engineering Innovation : Champion scalable automation solutions targeting 85%+ first contact resolution, 99.9%+ platform uptime, and measurable customer health score improvements; establish engineering best practices for AI model deployment, system reliability, and operational excellence with security and privacy compliance. Cross-Functional Partnership & Influence : Serve as the technical voice of customer success engineering in executive forums; partner with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to translate challenges into scalable solutions. Qualifications
Bachelor's degree in Computer Science, Engineering, or related field; 10+ years of software engineering experience, including 5+ years in engineering leadership with teams of 10+ engineers. Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on production AI systems experience, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures. Proven track record architecting large-scale, cloud-native platforms and distributed systems; expertise in microservices, API design, and enterprise integration patterns. Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture; experience building real-time decision engines and predictive modeling systems. Customer success & B2B SaaS expertise: health scoring, churn prediction, adoption analytics, and expansion revenue optimization; experience leading customer-facing engineering teams or technical account management. Excellent communication skills with the ability to influence senior stakeholders and drive alignment across technical and business teams; experience hiring, developing, and retaining top engineering talent. Preferred: experience embedding self-service BI, AI-powered recommendations, and workflow automation into enterprise SaaS products; knowledge of Adobe Experience Platform (AEP) and related certifications a plus. Why Join Us?
Lead the development of cutting-edge AI-powered success enablement solutions that transform how businesses adopt and realize value from AEP. Gain a unique customer-oriented, end-to-end perspective across the AEP + Apps portfolio. Enable internal Adobe teams and external customers to deploy high-impact AEP use cases with speed, efficiency, and measurable results. Collaborate with experts in MarTech, AI-driven personalization, and digital experience analytics. Competitive compensation, stock options, and a culture of innovation and inclusion. Compensation & Notices
State-specific notices and equal employment opportunity information are included as required. Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Accommodation requests: accommodations@adobe.com or (408) 536-3015.
#J-18808-Ljbffr