Technical Support Manager - Adobe Commerce Cloud

| Austin

The Company

At Adobe, we’re 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 substantial. We give businesses and organizations the power to truly engage their customers. We're the ones behind the alluringly designed content that streams across your laptop, TV, phone, and tablet every day — and we’re 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.

The Opportunity

Adobe Commerce Cloud is the world's leading digital commerce platform. As a Technical Support Manager your goal is to lead a team of Technical Support Engineers. You will provide senior level mentorship for technical issues, regional support initiatives and resolution 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 you’ll 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 Sales leadership team to align Support efforts to local sales and retention objectives.

What you will need to succeed

  • Minimum of 3 years of people management experience in a fast-paced, enterprise level, mission critical software and cloud 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.

  • Excellent organizational skill; ability to prioritize, manage, multi-task and execute projects multi-functionally.

  • 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 Commerce 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 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 employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • CLanguages
    • BashLanguages
    • ClojureLanguages
    • Shell ScriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • OpenSSLLibraries
    • RabbitMQLibraries
    • LibSodiumLibraries
    • RequireJSLibraries
    • Underscore.jsLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • SymfonyFrameworks
    • TensorFlowFrameworks
    • TorchFrameworks
    • ZendFrameworks
    • MagentoFrameworks
    • PysparkFrameworks
    • Knockout.jsFrameworks
    • AccessDatabases
    • Maria DBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • AuroraDatabases
    • SnowflakeDatabases
    • RedshiftDatabases

Location

Situated in a beautiful, park-like setting and serving as the premier spot for shopping and dining, The Domain area offers the best of both worlds.

An Insider's view of Adobe

What are some social events your company does?

We take pride in our culture, and we have a variety of active employee organizations built into the fabric of our site. I personally lead the AdobeProud group for the Austin site, which is the local chapter of our global LGBTQ+ organization. We ensure there are chances all through the year to celebrate Pride, connect, and have fun.

Carissa

Sr Engineering Program Manager

What's the biggest problem your team is solving?

We are working on a greenfield project that is pushing each of us to learn numerous new systems and technologies Whether it's a new Cloud product, CI/CD system or Testing Framework, we tackle them head-on. Thankfully we have a team of brilliant people working together to build something amazing!

John

Software Developer Engineer in Test

How does the company support your career growth?

My Adobe journey began with little experience and lots of drive. I was recruited through the Adobe Digital University Program, and I attribute my success to being placed on inclusive teams where each member offered mentorship. Being supported has allowed my work product to exceed expectations and has been instrumental in my overall career growth.

Ursula Cedillo-Johnson

Customer Engineering Program Manager

What unique initiatives do you have that encourage innovation?

The unlimited access to Adobe's expansive suite of products, not restricted by role or level, is a key driver in employee creativity and innovation.

Salma Arabie

Talent Scout, Commerce

What are Adobe Perks + Benefits

Adobe Benefits Overview

Your happiness inside and outside our walls matters to us. That's why we offer comprehensive benefit plans that make your life easier.

Culture
Volunteer in Local Community
Partners with Nonprofits
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Open Door Policy
Team Owned Deliverables
Team Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Dedicated Diversity/Inclusion Staff
Highly Diverse Management Team
Unconscious Bias Training
Diversity Manifesto
Someone's Primary Function is Managing the Company's Diversity and Inclusion Initiatives
Mean Gender pay Gap Below 10%
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team Workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match Charitable Contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for primary and non-primary caregivers.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-Work Program Post Parental Leave
Company Sponsored Family Events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Employees with five years at Adobe under their belt can take a four-week sabbatical. Ten-year veterans get a five-week sabbatical. And every five years after accrues a six-week sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Adobe offers employees professional development opportunities like annual individual budget for training, on-site training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Cross Functional Training Encouraged
Promote from Within
Mentorship program
Continuing Education Stipend
Time Allotted for Learning
Online Course Subscriptions Available
Customized development tracks

Additional Perks + Benefits

The Austin office even offers free breakfast every Wednesday - and who doesn't love breakfast tacos? Also, we cover access to some of Austin's nearby gyms and workout studios!

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