Technical Support Manager - Adobe Commerce Cloud

| Austin
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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!
The Opportunity
Adobe Commerce Cloud is the world's leading digital commerce platform. As a manager you will own the Americas team of Technical Support Engineers and will provide senior level leadership for technical issues, regional support initiatives and resolution management. You will have successfully led a software and/or SaaS-based technical support engineering 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.
  • Empower the team to deliver exceptional customer experiences.

  • Setting quarterly individual goals and providing ongoing performance feedback as well as performance appraisals.
  • Attract, hire and retain top talent for each functional role.
  • Evaluate measurement criteria to evaluate trends in performance, including; customer satisfaction, operating efficiency, and product quality.
  • Advocate for your team to drive global transparency and collaborate across boundaries on process improvements, customer concerns, and local business objectives.
  • Engage 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 need to succeed
  • Minimum of 7 years of experience leading customer-facing organizations.
  • Experience establishing, building and scaling domestic and international support offices (multi-language).

  • Experience supporting multiple product lines.
  • Hardworking and creative leader with the ability to encourage others and develop employees.
  • An extensive history of delivering quality customer service over a variety of communication.
  • Experience with the open source community, partner networks, and direct customers /merchants.
  • Experience with software and support tools such as Zendesk, JIRA, Gainsight, and Salesforce.

  • Strong appreciation for customers AND passion for revenue and growth.
  • Deep understanding of value drivers in SaaS subscription / recurring revenue business models.
  • Proven track record of delivering high customer satisfaction in complex, constantly evolving environments with high operational involvement (ideally for a technical business critical application).
  • Exceptional communication skills - written, verbal and exec level presentations.
  • Must have advanced technical background in software and cloud to be able to run engineering support group and lead technical engineering team.

  • Must have strong operational excellence and experience: Establish and measure to key metrics, case handling and owning critical issue processes, drive root cause analysis and document the post-mortem process, establish employee training and coaching, and new product introduction support roll out. Will be responsible for driving and increasing operational excellence for the business.
  • Strong ability to handle tactical elements of the day-to-day business while maintaining business objectives and what we value.
  • Experience leading large-scale organizational change initiatives with proven implementation & sustained success.
  • Available for on-call rotation, work off hours, holiday and weekend hours as required.
  • Ability to travel globally.
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Technology we use

  • Engineering
    • C++Languages
    • 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
    • MariaDBDatabases
    • 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

Engineering Program Manager, Product Operations

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, Digital Experience

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 Academy 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

Engineering Program Manager, Customer Engineering

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%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
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
Remote Work Program
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
Diversity Program
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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