Sr Software Engineer- Customer Success

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!

 

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 Opportunity

The Real-time Customer Data Platform (RT-CDP) empowers worldwide businesses to unify and activate customer data in real-time across channels, enabling personalized and impactful experiences for digital marketing at scale.

We are looking for a Senior Customer Engineer who combines technical expertise with strong problem-solving skills and customer-centric thinking. You’ll dive into the full-stack complexity of RT-CDP business flows for customer issues and proactively build tools that prevent future support needs.

What You’ll Do:

• Technical Fixing and Resolution: Identify and resolve customer issues related to RT-CDP addressing customer struggles at their root.
• Build Tools and Preventive Solutions: Build and optimize internal tools and scripts to enhance the observability of complex business flows.
• Collaborate with customers and internal support teams to offer expert guidance on platform functionality, resolve complex configurations.
• Cross-Team Collaboration: Partner with engineering, product management, and customer support to drive resolution of complex cases, while also creating a feedback loop to transform recurring implementation challenges into product improvements and feature development.
• Technical Communication: Translate complex technical concepts into clear, actionable steps for multiple types of audiences, ensuring customers and collaborators are informed and empowered.

What you need to succeed:

• Bachelor's degree in computer science or equivalent experience: 5+ years of experience in the software development industry.
• Customer Support Experience: Proven experience in a customer support environment, focusing on debugging and resolving complex issues within service level goals.
• Communication Skills: Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences, including those across different geographical locations.
• Full-Stack Development: Expertise in JavaScript, HTML, and backend technologies such as Java or Python to debug and resolve system issues.
• Data Management: Experience with SQL, NoSQL, and data modeling to analyze and address data-related issues.
• API Integration: Expertise in RESTful APIs, OAuth, and system integrations to ensure seamless data flow and resolve integration issues.
• Cloud & Distributed Systems: Familiarity with cloud platforms (e.g., AWS, Azure) and containerization tools like Docker and Kubernetes for managing scalable environments.
• Monitoring & Automation: Experience with logging tools (e.g., Splunk, ELK) and monitoring tools (e.g., Prometheus, Grafana) for tracking system health and automating tasks.
• Advanced Debugging: Strong ability to diagnose end-to-end business flow issues and work with engineering teams to resolve complex technical problems.
• Analytical and Problem-Solving Skills: Strong analytical skills with a creative, out-of-the-box approach to solving technical challenges.
• Proactive Mentality: A passion for continuous learning and professional growth, demonstrating a proactive mentality towards problem-solving and development.

Bonus

• Experience with big data technologies such as Apache Spark, and proficiency in using tools like Jupyter and Databricks notebooks for data analysis and processing.
• Experience with Adobe Experience Cloud: Previous experience in implementing or supporting AEC solutions, particularly with RT-CDP, Adobe Analytics, or related products.
• Digital Marketing Knowledge: Familiarity with the digital marketing ecosystem, including trends, technologies, and how customer data platforms (CDPs) integrate with digital marketing strategies.

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 position is $153,600 -- $286,600 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and 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.

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 an Equal Employment Opportunity and 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.com 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, email accommodations@adobe.com or call (408) 536-3015.

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 other’s employees.