Adobe · 4 months ago
Director of Software Engineering & Applied AI (Level 6) – Product Success Engineering, Adobe Experience Platform
San Jose
Full-time
Onsite
Director/Executive
$179K/yr - $355K/yr
10+ years expAdobe is a company focused on changing the world through digital experiences, and they are seeking a Director of Software Engineering & Applied AI to lead innovative solutions for customer success. This role involves overseeing the development of AI agents and automation tools to enhance customer support and operational efficiency within the Adobe Experience Platform.
Artificial Intelligence (AI)ConsultingEnterprise SoftwareGraphic DesignImage RecognitionPhoto EditingSaaSSoftwareUX DesignWeb Design
Responsibilities
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
Lead the design and development of agentic AI systems that autonomously diagnose, prevent, and resolve customer issues while accelerating adoption and value realization
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
Collaborate effectively across multiple vertically aligned engineering teams, product management, UX design, and field organizations to ensure seamless integration of customer success solutions into AEP
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
Drive the implementation of customer-facing analytics, predictive insights, and recommendation engines embedded directly into AEP's user experience to enable self-service optimization
Champion the development of scalable automation solutions targeting 85%+ first contact resolution rates, 99.9%+ platform uptime, and measurable customer health score improvements
Establish engineering best practices for AI model deployment, system reliability, and operational excellence while ensuring compliance with security, privacy, and regulatory standards
Serve as the technical voice of customer success engineering in executive forums, translating complex technical concepts into business impact and strategic initiatives
Partner closely with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions
Qualification
Required
Bachelor's degree in Computer Science, Engineering, or related technical field, with 10+ years of software engineering experience, including 5+ years in engineering leadership roles managing teams of 10+ engineers
Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on experience deploying production AI systems, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures
Proven track record of architecting and delivering large-scale, cloud-native platforms and distributed systems, with expertise in microservices, API design, and enterprise integration patterns
Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture, with experience building real-time decision engines and predictive modeling systems
Product and growth mindset, with a strong ability to translate customer challenges into scalable, automated solutions that drive adoption and business impact
Deep understanding of B2B SaaS customer success methodologies, including customer health scoring, churn prediction, adoption analytics, and expansion revenue optimization
Experience leading customer-facing engineering teams or technical account management organizations, with demonstrated ability to translate customer feedback into product improvements
Exceptional communication skills with the ability to influence senior stakeholders, present to executive leadership, and drive alignment across diverse technical and business teams
Proven ability to hire, develop, and retain top engineering talent while fostering inclusive, high-performance team cultures focused on customer outcomes
Preferred
Experience embedding self-service BI, AI-powered recommendations, and workflow automation into enterprise SaaS products
Knowledge of customer engagement strategies, marketing automation, and digital adoption platforms
Expertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plus
Benefits
Competitive compensation
Stock options
Annual Incentive Plan (AIP)
Long-term incentives in the form of a new hire equity award
Company
Adobe
Adobe is a software company that provides its users with digital marketing and media solutions.
10001+ employees
H1B Sponsorship
Adobe has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1160)
2024 (1217)
2023 (750)
2022 (878)
2021 (742)
2020 (477)
Funding
Current Stage
Public CompanyTotal Funding
$2.5MKey Investors
Apple
1986-08-20IPO
1984-10-01Series Unknown· $2.5M
Leadership Team
Shantanu Narayen
CEO
Dan Durn
Chief Financial Officer
Recent News
2026-01-08
Company data provided by crunchbase