Sr Software Engineer- Customer Success

Adobe Systems GmbH; San Jose (CA); On-site; USD 153,000 - 287,000; Full time

Job summary

A leading company in digital experiences seeks a Senior Customer Engineer in California. The role involves resolving customer issues with the Real-time Customer Data Platform, providing expert guidance, and collaborating with various teams to enhance product functionality and address complex challenges.

Qualifications

• 8+ years of experience in the software development industry.
• Proven experience in a customer support environment focusing on debugging.
• Ability to convey technical information clearly to various audiences.

Responsibilities

• Identify and resolve customer issues related to RT-CDP.
• Build and optimize internal tools and scripts.
• Collaborate with customers and internal support teams.

Skills

Problem-Solving

Communication Skills

Analytical Skills

Technical Troubleshooting

Collaboration

Education

Bachelor's degree in computer science or equivalent

Tools

JavaScript

HTML

Java

Python

SQL

NoSQL

RESTful APIs

AWS

Azure

Docker

Kubernetes

Splunk

Prometheus

Grafana

Job description

JOB LEVEL

P50

ADDITIONAL JOB LEVELS

P40

-

EMPLOYEE ROLE

Individual Contributor

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: 8+ 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 positionis $153,600 -- $286,600 annually. Paywithin this range varies by work locationand 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.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. 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 you’re looking to make an impact, Adobe's 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 and affirmative action employer. We welcome and encourage diversity in the workplace regardless ofgender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact [e-mail].