Practice Lead, Customer Engineering (AEP)

Adobe is seeking a Practice Lead for Customer Engineering to spearhead the crucial partnership between the Support team and Product Engineering for Adobe Experience Platform (AEP). This role combines technical leadership with strategic oversight, focusing on maintaining and improving service level targets while developing scalable troubleshooting solutions.

The position requires a unique blend of technical expertise and leadership skills, as you'll be responsible for establishing and maintaining relationships across technical teams, coordinating target reviews, and implementing improvement strategies. While this is an individual contributor role, it demands proactive leadership and the ability to interface effectively with managers across the organization.

Your mission will involve elevating both the skills and toolset of the support team, with the ultimate goal of reducing their dependence on the engineering team for non-product defects. You'll lead the global rollout of the Promote to Engineering (P2E) flow, conduct quarterly accountability reviews, and drive the development of troubleshooting tools that enable scale and automation.

The role offers an opportunity to make a significant impact at Adobe, a company known for changing the world through digital experiences. You'll work in an environment recognized worldwide on Best Companies lists, surrounded by colleagues committed to mutual growth through Adobe's outstanding Check-In approach. The position comes with competitive compensation reflecting various U.S. geographic markets and includes comprehensive benefits.

If you're passionate about technical leadership, problem-solving at scale, and driving organizational improvement through both technical and strategic initiatives, this role offers an excellent opportunity to shape the future of customer engineering at Adobe.