Customer Success Engineer

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!

Adobe Managed Services is at the intersection of our customers, the Adobe Commerce Cloud, public cloud services, application developers, and operations. We build long term relationships with our customers from initial project definition and development all the way through live production to ensure highly available, high performing, and secure solutions.

This team covers the Americas and is part of a team that is dedicated to helping customers with Adobe Commerce world-wide. We are equally comfortable discussing technical details with engineers as well as communicating issues and strategy to senior business leaders of enterprise organizations.

What you’ll do

• You will be assigned as a dedicated technical contact for 5 to 7 enterprise customers using Adobe Commerce Cloud. These customers may be live or may be in development. For live customers you’ll be a trusted technical advisor to improve availability, performance, and security of customer environments. For customers in development, you’ll work with the development team to make sure the environment is production ready on day 1.
• You will use your knowledge e-commerce technical architecture to help customers with production issues and synchronize the customer’s interaction with Adobe technical support requests and professional services are coordinated and appropriate resources are engaged.
• You will enable customers to apply our tools to achieve their business objectives by providing resources to answer customer's questions, identifying needs for account customization and working with the account management team to ensure customer success.
• You will share your knowledge and ideas with the global Managed Services team to enhance and grow our mutual success by enhancing internal processes, technical architecture development, automation improvements, and consistency in global service delivery.
• Become your customer’s advocate within the greater Adobe organization. Representing them and their needs with respect to problem resolution, product development, and feedback.
• You will work independently with latitude on how to support your customers and you will have the support of knowledgeable technical people to help with complex issues.

What you’ll need

• Passion for customer service and experience and have proven past experience with customer-centric roles and organizations
• Strong and proven track record of handling customer relationships and technical projects with an excellent work ethic and leadership skills
• Self-motivated and passionate about exceeding customer expectations and an understanding of enterprise internet business models and online processes, terminology, concepts, and strategies
• Excellent social, presentation, and communications skills, both verbal and written
• Ability to work within an environment of constant change and excel in high-stress situations, be self-managed, responsive, and dedicated to customer success
• An ability to stay on track amid interrupts
• Bachelor’s degree in Business Management, Information Systems, Software Engineering, or equivalent

Basic qualifications

• Experience with Enterprise Commerce software (Salesforce, commercetools, SAP Commerce Cloud, Shopify), Experience in Adobe Commerce or Magento Open Source a strong plus
• Solid experience with AWS and Azure
• Solid understanding of the full stack including Linux cli, Nginx, mySQL, and php.
• Understanding of observability tools such as New Relic.
• Experience with Redis, JavaScript, and CDN (CloudFront, Akamai, Fastly) services.
• Extraordinary technical support skills including triage, solving, and a deep technical curiosity
• Travel is limited but may be occasionally required. Some travel may be international.
• This position can be remote and based in the United States or Canada.

Highly regarded qualifications

• Master’s degree or other advanced education
• Adobe Commerce certification
• Prior account management and/or project management experience in large, complex organizations
• Knowledge of and experience with digital marketing technologies
• Prior experience with customer success in a SaaS, or Managed Services Company
• Experience using digital marketing products and FSI vertical experience
• Experience with enterprise content management systems
• Consulting and/or technical training experience.
• Ability to communicate in Spanish

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 $112,000 -- $197,500 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.